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Training Specialist, Customer Care
@Eqbank
[Hiring] Training Specialist, Customer Care @Eqbank
Mar 13, 2025 - Eqbank is hiring a remote Training Specialist, Customer Care. 💸 Salary: unspecified. 📍Location: Canada.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The purpose of the Training & Development Specialist (TDS) is to develop and deliver training programs for new hire customer care members. The TDS will be tasked with redesigning the new hire training content ensuring that there is a combination of eLearning, facilitator led training and hands on activities to keep adult learners engaged. The goal of the New Hire Program revamp is to maximize learning and create a more streamlined and efficient program.
- Observe and review the materials used in the existing new hire training program to determine what is working, what may need changing and to identify potential training gaps.
- Work with subject-matter experts and other key areas such as Quality and Training & Content to fully understand the Customer Care Representative role.
- Determine the revised content for new hire training course modules based on top handled customer care scenarios and with the goal of creating a best-in-class new hire training program.
- Redesign the delivery based on which learning modality should be utilized to maximize learning and minimize training time whenever possible.
- Design and develop ILT, eLearning, participant’s guides, and activities to facilitate the transfer of learning.
- Design a Leader’s training guide with key talking points to ensure ease of delivery and consistency among the facilitators of the program.
- Deliver New Hire training to newly hired remote employees as needed.
- Manage the evaluation process and score quizzes providing feedback to the participants.
- Ensure evaluations are tracked so agent and class knowledge gaps can be identified.
Qualifications
- 2-3 years of experience in the financial, personal banking or a highly regulated industry is preferred.
- 3 plus years of experience in Instructional Design is needed with a focus on eLearning design.
- 2-3 years of experience in facilitating remote training to adult learners via virtual instructor-led training.
- Previous experience redesigning an existing training program or creating one from scratch (4-6 weeks length) is required.
- University/College Degree in finance, Business or related field.
- Certificate in Teaching, Adult Education or Instructional Design is a definite asset.
- Solid knowledge of various software packages, including MS Word, Power Point and various training software such as Articulate (Storyline/Rise).
- Strong organizational, time management, facilitation and communication (both oral and written) skills.
- Strong learning and change agility is required.
- Proven ability to work both independently and collaboratively.
- Knowledge in editing tools including video editing are definite assets.
- Bilingualism (French/English) is an asset.
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Annual professional development allowance and a comprehensive Career Development program
- A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
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| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
unspecified
|
Remote
Location
Canada
|
|
Job Type
contract
|
Posted
Mar 13, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
