Trainer

Responsibilities

• Independently facilitates the standardized Onboarding Core Curriculum for new hires.
• Deliver ILT sessions during Weeks 2–4 as deployed by Enablement Partners, covering role-based and operational content.
• Facilitate hands-on exercises, simulations, and scenario-based learning activities.
• Track trainee progress, milestones, and provide structured performance feedback.
• Deliver ongoing training programs and skill development workshops as needed.
• Update content to reflect process improvements, QA findings, and SME input.
• Collaborate with SMEs, WFM, and department leads to ensure training meets operational goals.
• Communicate progress and performance observations to stakeholders.
• Gather and analyze trainee feedback to improve training effectiveness.
• Recommend enhancements to content, delivery methods, and training workflows.
• Deliver high-quality, accurate work by adhering to SOPs, SLAs, and checklists.
• Identify and address process gaps or errors to drive continuous improvement.

Requirements

• 2–5 years of professional experience in customer success or related roles.
• Bachelor’s degree in Business, Education, Communications, Psychology, or a related field.
• Proven knowledge of training facilitation and group engagement techniques.
• Hands-on experience with adult learning theory and instructional delivery.
• Demonstrated ability to conduct learning needs analysis and support assessments.
• Effective feedback and coaching techniques.
• Familiarity with LMS platforms and content management tools.
• Strong documentation, progress tracking, cross-functional collaboration, and communication skills.

Nice-to-Haves

• Experience in fintech or SaaS environments.
• Train-the-Trainer (TTT) Certification, CompTIA CTT+, LinkedIn Learning or ATD micro-credentials in Facilitation or Instructional Design.
• An equivalent combination of education and experience may be considered.