Training Analyst

Job Description:

At Bluevine, we’re proud to be the answer for thousands of small business owners who rely on us every day to equip them with the funds and/or financial solutions they need to achieve their business goals. Are you passionate about helping others and developing solutions that translate into meaningful experiences for customers? Do you thrive working in a continuously evolving and fast paced environment? Do you enjoy working in an innovative, inclusive, diverse, and collaborative environment? If so, Bluevine may be a great fit for you. For more information, check out our LinkedIn Page.

Are you a motivated self-starter looking to roll up your sleeves and make an impact in a fast moving and dynamic environment? We’re building a world class banking support center and we’re looking for a training specialist who thrives on change, works well collaboratively and also independently, and can execute on multiple priorities within fluid and interconnected timelines.

As a trainer and quality analyst, our ideal candidate is curious, resourceful, and has exceptional interpersonal, written, and verbal communication skills. You will use your knowledge to create content, deliver training and coach specialists that will not just educate but give the organization skills and help us build a culture of learning.

Your desire to ensure our customers have a superior experience every time they interact with us, especially during new hire training and as our specialists begin taking live calls, will help drive positive enhancements and outcomes within our organization.

What You'll Do:

• Develop a deep understanding of Bluevine’s product offering, support processes, and internal tools
• Facilitate various training sessions ranging from new hire content to veteran content across multiple platforms to learners across all US sites and India.
  • Facilitations will occur via in person in India and virtually for all other geographies
  • Facilitation will include new hire training and on the job training (nesting)
• Create learner centric content (using both traditional & e-learning methods), support activities, job aids, and review sessions for systems, products, client experience, and more.
• Update and maintain the training content library for new hire training to ensure a consistent veteran and new hire experience
• Assist Manager in completing training Needs Assessments related to various training intake requests.
• Assists in coordinating new hire training, internal veteran training, and other training activities as required.
• Coach & train call center specialists:
  (1) in accordance with documented Processes & Procedures and Quality Assurance expectations;
  (2) in support of all training objectives and;
  (3) to promote mastery of the desired skills both in the classroom and outside of the classroom
• Conduct quality assurance evaluations, coaching sessions and customer experience clinics
• Create learning activities and course content in our learning management system (LMS)
• Performs other duties as assigned by management

What We Look For:

• 2-3 years of training experience with various training methods, including instructor-led & virtual-led facilitation, e-learning, on-the-job coaching of front line agents/quality assurance experience in a customer service environment, and design of original content using multiple platforms and programs.
• 2+ years of experience supporting US Banking and Financial Services with an emphasis on phone and digital servicing (chat and email) for client-facing teams
• Associates degree in Education or related field, or equivalent education and experience.
• Experience with multiple learning platforms; proven ability to learn and adapt to new technologies and concepts and easily integrate those concepts in the classroom.
• Proficiency with learning management systems (LMS) and web delivery tools.
• Proven record of providing a complete training cycle (assess need, identify gaps, develop plan, create & deliver content, track, monitor & evaluate results, and evaluate overall program effectiveness).