Training Designer and Quality Assurance Analyst - Remote Schedule

Overview

The Training Designer & Quality Assurance Analyst acts as a subject matter expert and dedicated resource for both the client and their assigned Client Success team. This role is responsible for the creation, implementation and maintenance of complex team processes. They work cross-functionally to develop and facilitate the training programs for the business; utilize data, including customer satisfaction reports, complaint logs and surveys to create strategies and techniques to improve the team’s overall effectiveness; they assist in the triaging of issues, that stem from the Client Success team, in order to accurately and thoroughly documenting root cause, resolution and preventative actions.

Responsibilities

• Responsible for working with subject matter experts within the organization to develop the content of specialized training programs
• Gather data and perform research, develop strategies, train employees in new processes, product launches and strategies.
• Responsible for developing, implementing, coordinating, and enhancing training programs for the business and collaborating with other learning and development personnel in developing and delivering company-wide initiatives.
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Own and manage content for all Knowledge Base applications (internal & external)
• Collaborates with internal stakeholder to identify development needs, gather feedback, review training metrics, and update curriculum appropriately.
• Facilitates learning through a variety of delivery methods to develop participants' skill sets. This includes Classroom Instruction, Team Meeting Trainings, Conference Calls, Train the Trainer sessions, On-line Learning, Hand-on Labs and Peer to Peer Coaching.
• Exhibits a commitment to Continuous Learning. This includes pursuing development activities and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills; seeking feedback from others and maintaining focus to continue the learning cycle.
• Provide quality training programs to ensure new employees have the knowledge, skills and ability to perform the tasks for which they were hired.
• Provide input on the development of internal Work Instructions and Standard Operating Procedures.
• Collaborate with the leadership teams and fellow trainers to identify the training needs for individual employees and/or each department.
• Responsible for working with the Quality team to conduct investigations and complete root cause analysis (RCA) reports for issues that fall under a Client Success team.
• Work closely with the Sarbanes Oxley (SOX) teams and assist with quality and control audits that may be required daily, weekly, quarterly or as requested.
• Become ACE-M and ACE- P certified.

Qualifications

Requirements: 

• Bachelor’s Degree or equivalent in Business Administration, Communications, Project Management or related field
• 3 years’ of proven experience as a trainer, training facilitator or similar role
• 2 years experience in root cause analysis and problem-solving methods such as 5 Why, A3, Cause Mapping, Fishbone Diagrams, DMAIC, etc.;
• 2 years experience with documentation of workflows and current procedures, with the mindset of continuous improvement
• 10-20% travel 

Qualifications: 

• Strong customer service, critical thinking and problem-solving skills

• Proficient in Microsoft Excel and Word; VBA/Macros

• Ability to troubleshoot issues and determine root cause
• Resourceful in establishing and nurturing key relationships both internally and externally
• Demonstrated ability to solve problems, determine appropriate actions and complete projects with minimal direction
• Skilled in managing multiple concurrent projects, activities and tasks under time constraints
• Acumen to facilitate productive meetings and drive outcomes
• Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction

Company Overview:CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.

Benefits:Competitive pay rates and an inclusive, empowering and rewarding culture.Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.