Sr. Specialist, CX Training & Development

QGenda is the leading innovator in provider operations, delivering solutions to more than 4,000 organizations in over 45 medical specialties. Ranked as one of the Top Workplaces in Atlanta, Georgia’s Top 40 Innovative Companies, and one of the 40 fastest growing companies in Georgia, QGenda is the best place to grow in your career. We’re committed to our employees, customer-obsessed, community dedicated, collaborative, and quick.

This is a unique opportunity to be an integral part of the CX Training & Development Team by helping to define and shape the future of learning for the Customer Experience organization. We are looking for a creative individual who is passionate about transferring knowledge and interested in using the latest tools and technology to engage learners.

As a Senior Training & Development Specialist, you will demonstrate independence in all activities as you work collaboratively across Customer Experience teams to develop, revise, and execute training programs in line with the organization’s evolving business needs in order to support new employees and drive the continued growth and professional development of existing employees. Additionally, you will work with Training & Development leadership on the training approach and content to support and grow our customers’ understanding of and self-sufficiency within the QGenda platform.
 

Responsibilities

• Assist with developing, delivering and updating training sessions based on current CX policies and processes, QGenda platform functionality, and identified areas for professional development.
• Engage CX and cross functional stakeholders to receive feedback on the training process in order to identify improvement opportunities and resolve gaps in content or retained knowledge.
• Stay up to date with the methods and principles for designing successful programs to teach, train, and instruct both groups and individuals, including the means of assessing the effectiveness of training (KPIs) through training and research.
• Assist with documenting all training materials, processes, and procedures to ensure a consistent experience for each training class.
• Organize training materials in a way that provides visibility across the organization into all content offered and available through the training program ensuring all desired content is covered.
• Assists with maintaining training scheduling calendar for all CX training sessions
• For sessions led by individuals outside of the training team, work with CX leadership to ensure needed session trainers are available and prepared prior to each session and ensure content is consistent with the goals and objectives of the session.
• Ensure regular communication with each new hire class and management to keep everyone apprised of the current status, action items, and progress through the training program.
• Monitor individuals’ performance throughout the training program through participation, evaluations, and deliverables, and escalate concerns as needed.
• Successfully deliver training both in-person onsite and virtually
• Take on other duties as directed by management/leadership.

Requirements:

• 3+ years of training and development related experience preferably in a technical/software industry
• Familiarity with planning, developing, and facilitating training programs incorporating latest adult learning theories 
• Experience with Learning Management Systems (LMS) software preferred
• Strong organization, time management,communication and presentation skills
• Bachelor’s degree