Officer, Training Design and Development and Quality Coach

Job Description

The Officer, Training Design and Development and Quality Coach designs, develops, and updates training programs and quality assurance materials related to business processes and procedures for shared services employees. They do this with the goal of enhancing employees’ overall knowledge and specific job skills needed to perform in their role, improving operations efficiency and achieving business strategic objectives. The Officer provides training to Quality Assurance and Training Delivery Officers to support the implementation and administration of training programs and quality assurance evaluations. The Officer also provides ongoing support, coaching, feedback, and expertise in best practices to these Quality Officers, to improve the training delivery and quality assurance skills required to perform successfully in their role.

Job Responsibilities

Below are the main job requirements and responsibilities for the Officer, Training Design and Development and Quality Coach.

• Conducts training needs analysis for new and existing training programs by assessing knowledge and skills gaps, financial budgets, and resources required to support initiatives identified by stakeholders. Collaborates with stakeholders to determine appropriate learning content to meet these needs.

• Designs, develops, and maintains training programs to address the results of the training needs analysis (training plan, curricula and lesson plans, facilitator and participant guides; eLearning modules, job aids; activities and exercises; quizzes, etc.). Ensures that sound instructional design and adult learning concepts are in place through Quality Assurance reviews.

• Confirms the design and performance effectiveness of training through Train-the-Trainer sessions, pilot training sessions, and/or iterative review/testing of digital content to release to employees. Leads the translation of content to meet the Corporation’s Official Languages Policy.

• Leads training and quality evaluation activities to assess the effectiveness of training programs and quality assurance materials. Analyses evaluation data and communicates to management, and client/stakeholders as required, on the achievement of training and quality objectives. Makes recommendations to modify content or enhance program framework when indicated, through evaluation and analysis.

• Coaches, inspires, and motivates Quality Officers to develop and improve their skills and levels of competence to drive their success and help them reach their full potential. Provides actionable feedback to close identified performance gaps through observations in real training situations or from quality audit reviews.
  

Job Responsibilities (continued)

• Performs periodic quality audits and reviews on the evaluations performed by Quality Officers to ensure they are accurate and compliant with established quality definitions standards, to achieve uniform quality improvements, and to build consistency. Identifies and flags alignment issues and provides recommendations for improvements to the Manager.

• Plans, schedules, and hosts calibration sessions to ensure consistent alignment and understanding of quality assurance requirements. Creates and prepares reports/presentations of quality and training performance results and provide business insights to contact centre team leads and managers, and various stakeholders and executives, as requested. Identifies gaps and recommends improvement solutions. Reports regularly on the effectiveness of the level of quality before and after quality performance initiatives have been amended.

• Analyses training, quality, and client satisfaction results to identify individual or business performance gaps and opportunities for continuous improvement experienced in shared services. Assesses impact of problems, identifies possible root causes, recommends solutions for enhancements to training, policies, processes, or other areas to improve performance, reduce client effort, and enhance the overall employees’ and clients’ experience. Shares findings along with action plans, ensuring that corrective actions are taken by the appropriate parties, and assesses effectiveness of corrective action.

• Liaises with various internal groups and external service providers to gather information required in the development of training materials.

• Performs other related duties and undertakes special assignments as requested by the Manager.
  

Qualifications

Education

• A University or college degree/diploma in a related field or an equivalent combination of education, training, and related work experience.

Experience

• 1-3 years of related work experience is required.
  
• 1-3 years’ experience in coaching employees.
  
• Experience coordinating- and/or leading training projects including eLearning, instructor led and blended development, analysis, delivery and evaluation.
  

Other Candidate Requirements

• Extensive knowledge of Canada Post shared service operations.

• Extensive knowledge of shared services processes, policies and systems.

• Knowledge of Canada Post Collective Agreements.

• Knowledge of adult learning principles/practices (e.g., learning needs assessment, program design, development strategies/methods).

• Extensive knowledge of Windows and Corporate standard PC applications (SAP, EIC, MS Office Suite, Five9, VERINT, Telephony).

• Working knowledge of Articulate 360 is an asset.

• Knowledge of survey tools (e.g., Crowd Signal, etc.) is an asset.
  

Other Information

Essential Requirements
Knowledge:
Microsoft Office Suite of software: Microsoft Teams, Word, Excel and PowerPoint.
Corporate applications (SAP, CRM, Ariba, Five9, Verint).
Corporate Coaching model.
Adult Learning principles and practices (learning needs assessment, program design, development strategies/methods).
Agile and Waterfall models.
Canada Post Customer Service skillsets.
Transactional Finance Experience Survey tools.

Experience developing and implementing presentations

Experience in Facilitation

Experience with Learning & Development is an asset.

Experience working with and in SAP and systems is a nice to have

Abilities:
Ability to schedule and organise training sessions.
Ability to build training curriculum based on training requirements from different areas needs.
Ability to host and deliver training sessions.
Ability to adapt easily to change.
Ability to assess, design and develop an engaging and innovative training program on time and on budget.
Ability to update training in such a way that is meaningful to the learner and respects the project content and existing program.
Ability to build strong relationships with stakeholders.

Personal Suitability:
Strong interpersonal skills and team collaboration.
Effective written and communication skills.
Assessing situations and prioritizing tasks.
Analytical thinking skills.
Attention to detail.
Strong business orientation, accountability, and execution.