Training Quality Communications Specialist

Company: Percepta
Location: Remote
Posted on: September 16, 2023

Job Description:

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 interventions.
--- 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 results.
--- Perform root cause analysis using audit results to identify training opportunities.
--- Develop and maintain online reference information, as required.
--- 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 manner.
--- 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 results.
--- Performing user acceptance testing in dealer reserve system.
--- Identifying defects, program errors, changes and provide precise written feedback on problems found during testing.
--- Provide approval and sign-off on individual system component changes.
--- Research unexpected test results; identify root cause and resolve.
--- Identify and evaluate UI/UX improvements.
--- Support developers with error corrections and necessary modifications.
--- 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 Dearborn team.
--- Provide positive recognition and/or developmental feedback as appropriate.
--- Recommend self-improvement/development activities for team.
--- Recommend and discuss career pathing and skill development opportunities.
--- Work on activities and/or projects as requested.
--- Complete additional training courses as determined by Management.
--- 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 Manager.Education
--- College degree or equivalent work experience in areas relating to training and quality services or FLP subject matter required. Experience
--- 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 communication
--- Possess a sound understanding of positive coaching techniques
--- Excellent time management skills
--- Requires advanced Excel skills to include; VBA macro programming, advanced formulas, pivot tables lookups, conditional lists, arrays
--- Excellent oral, written and interpersonal communication skills
--- 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 initiatives
--- 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