Training and Development Specialist

  • Affirm
  • San Francisco, CA, USA
  • Jun 12, 2018
Full time Training

Job Description

Affirm aims to provide better financial products to improve the lives of consumers. We have grown since our inception and are looking for a Training and Development Specialist who will join us to scale the Operations team in our hyper-growth stage.  The Training and Development Specialist will ensure the customer-facing teams’ readiness to support new products and services. This is a full time role in our San Francisco Headquarters. 
 

WHAT YOU'LL DO

      • Manage the delivery of changes to Affirm’s products and services to minimize risk and achieve high reliability, adoption and uptake from customer care agents
      • Create and maintain training curriculum, including onboarding and refresher training on product and tool knowledge, operational processes, talking points and compliance requirements
      • Manage training curriculum on the agent knowledge base and support training and process escalations from call center teams
      • Participate in quality calibrations and the development of quality evaluations to ensure customer care agents are meeting Affirm’s quality standards
      • Monitor agent complaints and coaching opportunities to ensure the effectiveness of training resources
      • Conduct Training Needs Analysis to identify gaps in training curriculum as well as opportunities to enhance product, agent tooling and processes
      • Conduct post-mortem after change has been delivered to identify lessons learned and improvement opportunities 
 

WHAT WE LOOK FOR

    • Bachelor’s degree 
    • Previous change management and/or training experience
    • Understanding of training principles, tools and best practices
    • Passion and drive to change consumer banking for the better
    • Team player with the ability to collaborate and be sensitive of others
    • Excellent listening and problem-solving skills with keen attention to detail and organizational skills
    • Proactive thinking, constantly seeking improvement opportunities in work
    • Excellent verbal and written communication skills, including training content development and presentations
    • Willingness to travel