Training Quality Communications Specialist
Posted on: September 16, 2023
SummaryThe Training/Quality Specialist actively participates in
achieving departmental goals and implementation of processes by way
of; developing and enhancing training and quality responsibilities
at the Dearborn site. This role will also pursue identifying and
implementing process improvements, which create efficiencies on
both the Admin and System Liaison teams. Lastly, the
Training/Quality Specialist will be the administrator of the $10M
FLP Dealer Reserve program overseeing account creation, account set
up, reconciliation, check/EFT processing, website administration,
batch file transfers, ResponsibilitiesTraining
--- Aid in the continued development of a formal FLP training
program for Dearborn FLP.o Conduct a front-end needs analysis;
job/task identification and task analysis when analyzing a new
program/training curriculum.o Work with operations to identify
scope, objectives, and approach of project.o Select the most
effective instructional methods.o Conduct performance gap analysis
to identify knowledge gaps then apply or recommend an intervention
to bridge the gap. o Measure the effectiveness of training.o
Conduct post-project analysis to determine the quality of
implementation and provide feedback recommending training
--- Communicate to Operations Manager regarding project status and
issues needing resolution.
--- Create and edit training materials.
--- Design, develop, and refresh facilitator and participant
material for New Hire and continuous training by project, using
various multimedia formats.o Design and develop performance
objectives.o Design realistic practice exercises, role-plays, case
studies, games and simulations.o Develop evaluations that link to
the performance objectives.
--- Identify training opportunities within Dearborn FLP team.
--- Work with management to determine course of action for
participants not meeting expectations.
--- Present training to new hires and current staff in an organized
and professional manner.
--- Provide FLP subject matter expertise.Quality
--- Conduct quality audits to meet or exceed performance standards
within FLP. o Quality audits to include (but not limited to): -
Review/check correspondence, accuracy of reports, FoC queues,
accuracy of Dealer Reserve entries, launch work, review/check
system concerns, etc.
--- Develop and maintain quality reports to communicate audit
--- Perform root cause analysis using audit results to identify
--- Develop and maintain online reference information, as
--- Develop templates and forms to support process flows and
procedures when required.
--- Communicate all changes, enhancements, new version releases,
etc. to the appropriate personnel in a consistent and timely
--- Create process flow documents to effectively communicate
complex program processes where applicable (e.g. Plan year launch,
dealer reserve, etc.).Dealer Reserve Program Administration
--- Create test documentation and summarize testing protocols and
--- Performing user acceptance testing in dealer reserve
--- Identifying defects, program errors, changes and provide
precise written feedback on problems found during testing.
--- Provide approval and sign-off on individual system component
--- Research unexpected test results; identify root cause and
--- Identify and evaluate UI/UX improvements.
--- Support developers with error corrections and necessary
--- Track and manage defects.
--- Design data validation report for system updates.
--- Develop VBA macros to automate data updates.
--- Creating detailed business specifications for more complex
level business requests.
--- Provide technical experience with mainframe technologies (i.e.
COBOL). Miscellaneous Responsibilities
--- Identify and implement operational efficiencies within FLP
--- Provide positive recognition and/or developmental feedback as
--- Recommend self-improvement/development activities for team.
--- Recommend and discuss career pathing and skill development
--- Work on activities and/or projects as requested.
--- Complete additional training courses as determined by
--- Represent Percepta in a professional manner, both internally as
well as with outside organizations.
--- Develop self and maintain knowledge in relevant fields.
--- Meet deadlines.
--- Attend client meetings as requested by Program
--- College degree or equivalent work experience in areas relating
to training and quality services or FLP subject matter required.
--- Minimum 5 years' experience in Ford Lincoln Protect
--- Full understanding of FLP Dealer Reserve Program
--- Minimum 3 years' experience writing VBA macro's (be able to
integrate data from Excel into mainframe database)Skills
--- Strong classroom facilitation skills including effective
--- Possess a sound understanding of positive coaching
--- Excellent time management skills
--- Requires advanced Excel skills to include; VBA macro
programming, advanced formulas, pivot tables lookups, conditional
--- Excellent oral, written and interpersonal communication
--- Effective problem-solving skills
--- Excellent attention to detail & active listening (managing
millions of dollars of account transactions)
--- High degree of initiative and creativity
--- Analytical skills to uncover root cause and develop improvement
--- Works well independently and within a team environmentOther
--- To be able to support a positive work environment, through
one's own work and attitude, that will result in effective team
performance with all internal departments, Percepta representatives
and Percepta customers.
--- Proven ability to perform in a fast-paced environment & be
flexible in an ever-changing business environment.
Keywords: Percepta, Eugene , Training Quality Communications Specialist, Other , Remote, Oregon
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