Sr. Training & Documentation Specialist

Job-ID : 16763; Location(s) : Field

JOB DESCRIPTION SUMMARY

The Sr. Training & Documentation Specialist is responsible for designing implementing and overseeing training programs that enhance employee skills improve performance and support department and organizational goals. Partners closely with department leadership to identify training needs and develop tailored solutions that promote a culture of learning and development.

JOB DESCRIPTION DETAILS

Responsibilities

• Designs and develops comprehensive training programs and materials tailored to various employee levels and roles
• Formulates and directs objective feedback about employee performance to department leadership and provides support for performance management processes. Provides ongoing guidance and mentorship to all Customer Service employees as needed
• Conducts training needs assessments through surveys interviews and performance evaluations to identify skill gaps and areas for improvement
• Delivers engaging and impactful training sessions workshops and seminars using various instructional techniques and formats
• Assesses the effectiveness of training programs through feedback assessments and performance metrics making continuous improvements as needed
• Partners with department leadership to align training initiatives with business objectives and ensure relevance to the organizations needs
• Provides guidance and support to junior trainers fostering their professional growth and ensuring the delivery of high-quality training
• Maintains and updates training materials and resources to reflect the latest industry trends and organizational changes
• Tracks and reports on training outcomes and return on investment (ROI) to department leadership team
• Provides training for field sales on department functions and explain how partnership can benefit the Sales department and Customer Support department.
• Functions as the Customer Service departments primary departmental point-of-contact for internal audits and audit-related needs. Takes responsibility for audit preparation compiling necessary documentation and information participating in audit-related meetings and implements auditor recommendations in partnership with department leaders. Ensures all QMS documents remain accurate and updated.
• Supports representatives as a point of contact for customer issue escalations and scheduling issues.
• Supports leads by providing tactical guidance for the management of case queues making recommendations to guide the assignment of resources to ensure that cases

Other

REQUIRED QUALIFICATIONS

Knowledge Skills and Abilities

Education Certification / License & Work Experience

Equivalent combinations of education and experience may be considered

Total Rewards Package :

Compensation

Benefits

Application Window

Your contact person :

Brad Kerwin

#LI-DNI

Required Experience :

Senior IC

Key Skills

Environment,Ado,Carpentry,Drafting,Front Office Management,Airlines

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 71300 - 92500