Training Specialist

RANKED AS ONE OF WASHINGTON’S 2024 BEST PLACES TO WORK by Puget Sound Business Journal

The American Automobile Association (AAA) has been a leader in roadside assistance, mobility advocacy, and traffic safety for nearly 120 years. AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.

PRIMARY FUNCTION:

This role is responsible for assisting with the delivery of new hire training and providing developmental training for

assigned departmental employees. This role supports the Member Services Call Center team.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Collaborate with management to identify training needs and update existing new hire and ongoing training
  
  
  

programs, class outlines and objectives.

• Revise, update and deliver effective training curriculum and career development opportunities using a variety of
  
  
  

platforms.

• Responsible for effective classroom management and providing updates to management on status and progress
  
  
  

of trainees, quality outcomes, or any concerns.

• Responsible for documenting best practices and standard operating procedures.
• Maintain department training resources, including intranet and eLearning library tools.
• Maintain Learning Management System (LMS) data and updates.
• Maintain department training calendar.
• Collaborate with leadership to develop and administer the quality assurance program.
• Assess trainee progress and training effectiveness via call monitoring and other quality assessment activities.
• Participate in project development and implementation activities.
• Document, track, and troubleshoot defects of new programs found during testing and implementation.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active
  
  
  

collaboration to achieve department and organizational goals.

• Incorporates AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others
  
  
  

to remain committed to AAA’s vision mission and values.

MINIMUM QUALIFICATIONS:

• High School diploma or GED
• 2 years’ experience in customer service or call center
  
  
  

PREFERRED QUALIFICATIONS:

• 1-2 years’ experience in training role preferred
• 1-2 years Experience with Salesforce Lightning Platform
• Experience utilizing industry technology and platforms
• Experience working on a project team on application implementations
• Experience training in a call center environment
  
  
  

KNOWLEDGE, SKILLS, ABILITIES:

• Possess knowledge of relevant industry trends, competitors, and leading customer strategies
• Competent in Microsoft Office, desktop publishing, eLearning tools, and navigating the internet.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities,
  
  
  

and simultaneous demands.

• Ability to address multiple demands and competing priorities in a changing environment.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of
  
  
  

listening skills.

• Skilled in working independently, prioritizing assignments, and following through on assignments with minimal
  
  
  

direction.

• Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
• Skilled in handling urgent situations professionally and willing to take extra measures when solving problems.
• Ability to establish and maintain cooperative working relationships.
• Skilled in establishing rapport and gaining the trust of others.
  
  
  

WORK ENVIRONMENT

• Hybrid, in office once a week
  
  
  

SALARY: The salary range for this role is $28.83/HR - $37.46/HR and is based on experience.

OTHER:

• Equipment used: Computer and various virtual technologies
• Travel: Rarely Travel
  
  
  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER:

Position/Job characteristics described here are representative of those an employee encounters while performing the

essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to