Training Specialist

Training Specialist (L3)

• Creates high performing Customer Service Associates through an effective training delivery
• Deliver our blended learning (instructor led training and eLearning) classes and programs
• Supports and nurtures a culture of ownership, engagement and teamwork
• Helps Amazon Customer Service Associates understand the performance bar and provide support to help them achieve their goals
• Effectively manages classroom environments to maximize learning
• Maintains a high level of professionalism and approachability
• Is a positive communicator who understands, when necessary, how to have effective conversations
• Has strong preparation, organization, time management, public speaking and classroom management skills
• Provides feedback and coaching to all learners
• Is a role model for exceptional contact handling
• Is able to balance teaching within given training time while maintaining high knowledge retention and CSA performance
• Constantly looks for opportunities to go and see the actual process, understand the work, learn, and be curious.
• Creates and maintains a high quality learning environment
• Stays up to date on changes to business processes and policies, updating training as needed
• Regularly reviews the training contents and reports any errors in the training content for correction
• Work successfully in a team environment as well as independently
• Manage and maintain trainee attendance records during training period
• Own record keeping/tracking of trainee surveys, quizzes and tests
• Responsible to escalate possible new hire attrition and flag poor performance, misfit skills or behavioral issues in training promptly
• Communicate with appropriate business owners, other trainers & site managers to ensure that all trainings are conducted on-time and with sufficient resources and facilities