Corporate Trainer

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities. 

If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.

Job Summary

The Corporate Trainer is responsible for the development and implementation of training strategy and curriculum building aimed at enhancing staff performance and ensuring outstanding customer satisfaction. The role requires meeting key performance indicators aligning internal departments and fostering best practices within client programs. The trainer will be part of a team focused on actionable data, compliant processes, and continuous improvement. This position will be in-person at our Salt Lake City office.

Seasonal Position ending 4/30/2025.

• Onboarding and Development: Design and deliver comprehensive new hire onboarding programs, upskilling materials, and ongoing professional development for new and existing student employees.
• Strategy and Solutions: Develop strategies, roadmaps, and solutions based on industry best practices, user feedback, and data analytics.
• Instructional Techniques: Utilize engaging instructional techniques and formats, such as role playing, peer to peer interaction, group discussion, shadowing, e-learning, and lecture.
• Skill Assessment: Analyze student employees’ product knowledge, problem-solving abilities, communication, and navigation skills and record the findings.
• Monitoring and Evaluation: Monitor and evaluate calls during on-the-job training to ensure proper call handling, and compliance with workflows and tools; schedule debriefs to reinforce training.
• Coaching and Development: Conduct coaching sessions for new hires to improve their skills and performance.
• Quality Improvement: Utilize quality alerts, trend data, compliance issues and audit results to update training materials and reduce knowledge gaps.
• Calibration Meetings: Attend or conduct calibration meetings with the internal team and client to ensure consistency and accuracy of the training curriculum.
• Reporting and Documentation: Accurately report daily activities, track, and maintain key metrics, assessments, attendance, and coaching records; submit operation handover report and process changes to stakeholders.
• Collaboration: Regularly review team performance with operations and quality leadership and provide email correspondence when needed.
• Evaluation and Service Levels: Participate in evaluations for development purposes and assist in the maintenance of service levels by providing phone coverage if necessary.

• Bachelor’s degree preferred.
• Two to three years in related training experience or equivalent combination of education and experience.
• At least 2-3 years of previous customer service, contact/call center and BPO environment experience preferred.

• Excellent verbal, written, and interpersonal skills, as well as presentation skills.
• Knowledge of existing and emerging training methods/tools; curriculum writing skills.
• Prior experience in classroom instruction, customer service and call center environment.
• Ability to analyze data and assess needs, linking training and design to performance.
• Experience in continuous improvement efforts, coaching and mentoring.
• Ability to build rapport and effective working relationships with peers, clients, and all levels of management.
• Flexibility to adapt to changing priorities and business practices.
• Intermediate level of knowledge/familiarity with PC hardware and software.
• Advanced Excel proficiency, including the ability to:
• add/edit/remove formula-based rule formatting.
• manage data validations,
• Implement other fail safes to ensure reliable analytical output.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES.  TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED.  ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.