Training Specialist Level I

We’re a group of talented, driven professionals who strive every day to improve the lives of our clients, our providers and the ultimate stakeholders – the injured workers. We offer an exciting workplace environment plus competitive salaries and benefits. What makes us stand out? It’s the people, the culture we foster and the opportunity to learn and to grow. 

Job Summary 

The Advocacy Staff Trainer’s primary duty will be to help create and improve upon the Advocacy training process to ensure our onboarding process is smooth, effective, and efficient. The position is responsible for training and delivery of all teaching materials for new hires coming into the department, and for training on process redesign as changes are rolled out. The Trainer exercises discretion and maintains confidentiality in the execution of duties and responsibilities. 

Primary Duties & Responsibilities 

Assist in bridging the knowledge gaps in the Advocacy workflow between the various roles • Trainer should be able to independently lead Customer Advocacy class regardless of subject matter • This pertains to both in person and remote training classes • Create a cohesive and comprehensive training binder for Advocacy • Create a universal training process for Advocacy. Consult with the leadership team on performance management for employees in training, and provide updates to Human Resources as needed. • Monthly continuing education for staff regarding processes and procedures • Participate in monthly QA Trend meetings to identify gaps in training • Participate in the interview process for potential candidates, as needed • Manage the dissemination of new processes stemming from Production Releases • Update training documents • Compile departmental e-mail highlighting new workflows in conjunction with new system support. • Attend Quattro demos and test release items, as needed. • Independently maintain schedule of workshops for continued betterment and ongoing education of staff. This should pertain to Outbound, Inbound, CSR, and CASP teams within Advocacy. • Facilitate the onboarding of new employees • Complete special assignments as assigned by leadership 

Qualifications 

Bachelor’s degree required; major in communications, human resources, secondary education or secondary teaching certification strongly preferred 

2 - 3 years’ customer service experience 

9 months minimum training specialist experience 

Demonstrated prior success in the design / delivery of employee training program is preferred • 3+ months in call center and / or customer experience environment strongly preferred 

Ability to multi task in a fast paced environment 

Outstanding communication and presentation skills 

Strong oral and written communications skills; skilled in providing feedback 

Experience implementing industry best practices / theories of curriculum design and facilitation strategies required 

Experience implementing differentiated and multisensory learning strategies

Knowledge of Microsoft Word and Excel 

Strong data analysis skills, experience with Survey Monkey a plus 

Strong critical thinking skills: Must be able to identify and adapt to learners’ needs 

Time management and strong organizational skills 

Ability to collaborate with others as well as to work independently and take initiative Working Conditions & Physical Requirements 

What We Offer • Remote Work Opportunity • Great work-life balance • Medical, Dental and Vision insurance • Company paid Life & Disability Insurance • Flexible Spending Accounts • 401(k) with employer contribution • Generous Paid Time-Off policies • Employee Assistance