Job Description
Job Title : Senior Specialist, Facilitator, Learning and Development
Job Summary :
We are seeking a highly motivated, self-sufficient, and detail-oriented individual to join our team as a Performance Pulse Associate.
Responsibilities :
Audits and Service Recovery : Conduct audits and service recovery (DSAT scrubbing) in line with current PPT SOP expectations, subject to adjustments based on business needs.
Performance Recaps : Prepare performance recaps for multiple areas, highlighting key insights and recommendations for improvement.
Reporting : Prepare various reports based on business needs, including research, data analysis, and presentations.
Calibration Sessions : Participate in calibration sessions to ensure consistency in evaluation and scoring practices.
Team Meetings : Attend team meetings to discuss performance trends, updates, and action plans.
Incoming Requests : Handle incoming requests from leadership for research, data analysis, reports, and presentations. Including, but not limited to, researching specific areas of concern to identify root causes, and proposing corrective actions.
Training Facilitation : Facilitate and support training classes
Metrics Monitoring : Monitor and track metrics in diverse areas of business, including but not limited to red flags and deal breakers.
Review Audit Appeals : Conduct appeal audits to ensure accuracy and adherence to policies.
Content Upkeep : Assist in the upkeep of content and aiding in content creation, News and Alerts, and ongoing curriculum maintenance.
Knowledge Base Support : Assist with Article content creation, SOPs, and News Alerts
Trainer Certification : Support in action items needed involving trainer certification and vendor leadership training development
Please note that responsibilities are not limited to the above overview.
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