Trainer - Content Writer -AI-LLM

Trainer Content Writing AI-LLM

Position Summary

In this position, you’ll handle the coaching and training of our Content Writers – AI/LLM Project on the client guidelines, instructions, policies and processes related to the implementation of such. As a Trainer, you’ll be tasked with spearheading the live lessons and training development of our team, from developing learning modules to hosting Q&A sessions to creating training “cheat sheets.” Our most successful trainers wear many hats and are instructors, mentors, and cheerleaders of their team.

Trainers report to the Training Manager, preparing the team for project certifications and diagnosing learning deficiencies as they arise through the lifecycle of a project. Together with the Training Manager, Trainers are expected to understand the entire lifecycle of training and quality assurance and help operationalize the vision of the Training Manager, Policy Manager and Quality Manager. In this way, Trainers may also provide insight into the training readiness and health of the team. Trainers provide full guidance and support, supervise, and measure the performance of SMEs to ensure achievement of KRAs and KPIs per SLAs with client.

Education and Abilities

Must haves:

• Advanced degree in English preferred, but exceptional candidates with bachelor's degrees are welcome to apply.
• Strong multitasking abilities. Teaching and training & coaching experience is preferred.
• Possesses excellent writing and editing skills. Strong oratory skills.
• Experience with test creation, curriculum planning, and grading.
• Ability to digest, distill, and condense learning objectives and materials
• 2+ years of experience in a training role in a technical support or client care operation.
• Capacity to work collaboratively within a dynamic team environment.
• Possesses strong problem-solving skills and the ability to remain flexible and resilient in challenging situations and rapidly changing environment across multiple sites.
• Excellent teambuilding skills. Strong Microsoft PowerPoint design skills.

Nice to haves:

• Good knowledge of Quality/Process Improvement techniques.
• High level of energy, drive, enthusiasm, initiative, and commitment.
• Passion for ensuring a world class support experience for our community

Tell Me More

As a Trainer of our Content Writer team, you will be joining a truly global team of content writers across a wide variety of disciplines and will be entrusted with a range of responsibilities. This will include:

• Developing training materials to help our diverse content writers.
• Leading onboarding sessions and ensuring all new team members complete key milestones within the training curriculum.
• Attending train-the-trainer sessions with the client training team, liaising with key stakeholders to ensure guideline clarity.
• Creating training solutions that are cohesive and reflective of learning objectives, modifying curriculum to fit individual and team needs.
• Identifying team members for shadowing sessions and ensuring alignment during shadowing sessions with teammates.
• Encouraging and supporting teammates through the learning and development lifecycle; monitoring engagement throughout lesson plans.
• Crafting learning and development tools that instruct, engage, and stimulate all teammates.
• Analyzing training needs and developing solutions for course improvement and training documentation.
• Maintaining and safeguarding a repository of training material that is always ready for client audits.
• Producing learning surveys and facilitating internal training calibration sessions.
• Conducting analysis to identify training gaps and recommending appropriate remedial actions tailored for individuals within the account.
• Providing respectful and comprehensive feedback to team members to reduce errors and improve processes.
• Coaching teammates to improve accuracy scores through 1:1 and group alignment.
• Providing individual feedback according to available accuracy metrics within the client database.
• Assisting in the development of Root Cause Analyses when performance metrics are not met ; coordinating with the Training and Quality Team stakeholders to accomplish this
• Onboarding and training new hires on team and project processes and guidelines
• Shadowing teammates to ensure guideline alignment across the team and identify workflow blockers.