Senior Process Training Leader — Onboarding & Quality

Job Description:

Classroom Management/Modules/Up-training/Initiatives/Quality

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents

• Monitors and completes daily attendance tracking during the entire process training until nesting

• Formulates effective activities, exercises or assessments for learning improvement

• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement

• Ensure compliance to client and organizational policies and procedures

• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents

• Deliberate to identify new hires’ ne...