Duties & Responsibilities
Training and Onboarding
Deliver new hire, refresher, and upskilling training programs.
Facilitate engaging instructor-led and virtual training sessions.
Develop, update, and maintain training materials, SOPs, and learning content.
Conduct training needs analysis in partnership with Operations and Quality teams.
Evaluate trainee performance through assessments, quizzes, observations, and certifications.
Provide coaching and feedback to learners during training and nesting.
Monitor post-training performance and identify knowledge gaps.
Support process transitions, new client implementations, and change management initiatives.
Ensure training compliance with organizational policies and client requirements.
Track training metrics such as training effectiveness, certification rates, nesting performance, and speed to proficiency.
Partner with stakeholders to continuously improve learning programs and learner experience.
Mentor SMEs and support the development of future trainers.
Work with Operations and Quality leaders in ensuring reduction in errors and productivity enhancements on a ongoing basis
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Qualifications
Education and Certification
Bachelor's degree or equivalent experience.
Overall experience of 8+ year
3+ years of experience in training within a contact center, customer service, or claims operations environment.
Strong facilitation, presentation, and coaching skills.
Excellent written and verbal communication skills.
Experience creating training content using Microsoft PowerPoint, Word, Excel, and learning management systems.
Ability to analyze performance data and recommend learning interventions.
Experience in FMLA, Disability, Leave Administration, or Customer Service operations is preferred.
Key Competencies
Facilitation and presentation skills
Adult learning principles
Coaching and feedback
Instructional design
Stakeholder management
Communication and collaboration
Data analysis
Time management
Adaptability and continuous improvement
Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Our commitment to Diversity and Inclusion
Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.
Diversity Policy Statement
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.
Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.
Authorization to work in the Employing Country
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
DISCLAIMER
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
DISCLAIMER
- Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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