Training Specialist I

JOB SUMMARYSupports improved and sustained high quality contact center Specialist performance by facilitating training required for servicing payment products and services, digital banking, and other marketing programs as well as providing feedback on learning opportunities.  Collaborates with Training and Center Leadership to determine and evaluate training and development needs in order to create training plans. KEY DUTIES/RESPONSIBILITIES:Conducts instructor led activities for new and existing contact center specialists as needed to support payments, digital banking, and other marketing services programs.  This includes support of trainees throughout classroom training, skills enrichment training, and the first couple of days for program launches.Maintains knowledge of new and current processes and procedures, client information and company compliance by utilizing new and existing resources provided.Provides feedback on training modules and performance as well as administers quizzes and assessments to identify gaps in learning.  During skills enrichment training, this includes listening to calls to provide feedback to trainees as well as side by side observation to provide real time coaching.Performs other duties as assigned by Training Manager, Training Supervisor, or local leadership to include participating in project teams, local activities, and attending meetings.