Trainer, Uk Ops - GCCA Remote at TransUnion

What You'll Bring:

• Bachelor’s degree preferred, but not required. 
• 3-5 years of training delivery experience/background in a training role.
• 1-2 years of training experience with voice call center agents
• Background in training in a classroom and/or a virtual environment.
• Comfort level with general technical concepts and training of these concepts.
• Proficient in Microsoft applications including PowerPoint.
• Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training.
• Strong attention to detail.
• Quick to learn, with a goal of becoming a SME on an all processes.
• Comfortable presenting and training groups on average of 15-25 people.
• Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed.
• Holds trainees accountable and assists in nesting phase of training development.
• Ability to maintain focus, flexibility, and organization.
• Comfortable working in fast-paced environment.
• Ability to identify gaps in representative knowledge, skills, etc.

Impact you will make 

• Training facilitation
• The UK Ops Trainer supports the vertical businesses by facilitating training in the following ways: 
• Delivers new hire training programs to new employees within operations. 
• Incorporates learning objectives, activities and assessment into all training facilitations. 
• Provides training to operations teams as products implement new features, enabled all employees to perform their job duties and support customers/consumers. 
• Provides training to operations teams in support of process/policy changes 
• Continues to act as a point of contact for representative coaching, furthering representative development. 
• Identifies new areas of opportunity for training and works with onshore training team to develop and deliver training materials. 
• Additional projects and duties as assigned. 
• Quality Assurance (QA) evaluations
• Adheres to established QA scorecard and QA manual to perform QA evaluations. 
• Identifies patterns of performance and quality issues from QA evaluations of voice operations job roles. 
• Works with team leads to communicate performance and quality issues. 
• Provides solution oriented feedback to team leaders and voice operations representatives to improve performance and quality issue patterns. 
• Prepares and distributes QA reports for leadership and management review.