BPBO IPP - Seller Appeals trainer will be responsible for training delivery of approved training content, quality and coordination for all new hire, refresher, and launch trainings for all BPBO IPP skillsets.
Key job responsibilities
• Deliver our blended learning (instructor led training and eLearning) classes and programs for new hires, new skills (cross-training), continuing education, and refreshers as necessary for global investigators.
• Manage and own batch upload to Intake Tool to ensure capturing of new hire trainees. Own completion of trainee surveys, quizzes and tests with upload to LMS where needed or other compiling tool.
• Understands the needs of the different participants and frames the training structure accordingly
• Works with the Ops/WF team effectively to manage schedules, attendance for the trainings
• Work with the Ops team to understand all necessary aspects and needs of training, and to ensure they meet the objectives, purposes and achievements
• Manage the logistics of learning and create an effective learning environment along with report on testing results.
• Work with Ops/LXD Team to develop and create training modules, customize them according to specifications of the individuals and as per operational needs.
• Communicate with appropriate business owners, other trainers, site managers, and management to ensure that all trainings are conducted on time and with sufficient resources and facilities.
• Track and analyze effectiveness and progress of Trainings delivered.
• Responsible to escalate possible new hire attrition and flag poor performance, misfit skills or behavioral issues in training promptly.
• Demonstrate expertise in facilitating, planning, implementing and assessing blended learning by passing the in-house accreditation program in training as well as regular teach-back/observation sessions.
• In addition, the trainer will support quality and assurance initiatives when not in training.
• Responsible for the overall execution of the TNI, content development and training delivery for the designated Group/process
• Proactively calls out the associated risks, dependencies and the risk mitigation plan
• Create, foster and maintain a high quality performance improvement program that offers fair and consistent feedback to our investigators, as well as provides an accurate and quantifiable picture of TSE to the broader Amazon India community.
• Participate in the design and development of associate materials and curriculum in conjunction with identified needs, performance deficiencies and industry changes
• Responsible for mitigating and eliminating gaps in training occurring due to issues or concerns with communication skills and language skills.
• Ensure that training curriculum is aligned as per requirements of the floor
• Responsible for continuous self-development by keeping themselves abreast with current industry training practices
• Able to assimilate training materials, bridge any gaps between understanding and execution, and facilitate learning in the classroom by organizing and presenting material in a way that is optimal for the target skill or knowledge being transferred.
• Ensure conversion of new hires within Ramp period to match business as usual state, reduction in repeat errors
• Should be flexible in working shifts that meet the business requirements
• Should be able to coach and mentor investigators effectively during training and ramp period.
• Should be able to work on internal tools effectively.
Basic Qualifications
- Speak, write, and read fluently in English
- Minimum 18 months of hands-on experience working with IPP queues
Preferred Qualifications
- 1+ years of work experience
- 18+ months of demonstrated experience processing and managing IPP queue operations
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