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Site Trainer & QA Lead

Site Trainer & QA Lead

Job ID 
587952
Location 
RO-Bucharest
Posted Date 
13/10/2017
Company 
Amazon Dev Ctr (Romania) S.R.L.
Recruiting Team 
..

Job Description

Interested in Amazon Echo? Come work on it. We’re building the speech and language solutions behind Amazon's Alexa voice service and other Amazon products and services. We’re working hard, having fun, and making history; join us!

Are you passionate about the customer experience? Do you like to coordinate the delivery of a high impact training curriculum? Are you passionate about quality assurance and data accuracy? Alexa Data Services (ADS) is an organization on track to grow exponentially, and we are looking for detail-oriented subject matter experts to serve as facilitators of defined training and quality assurance (accuracy) processes at our globally distributed sites.

The ADS Business Excellence (BEx) Quality & Training team is responsible for driving high quality training content and continuous feedback loops to meet quality standards for ADS data associates located across the globe.

The Site Trainer & QA Lead will be responsible for coordinating training sessions and adhering to quality assurance audit processes at an ADS site for our front line data associates to enable those data associates to expertly transcribe, annotate, and evaluate data serving to continuously improve the Alexa experience.

The Site Trainer & QA Lead will work closely with the Quality & Training management as well as Operations and Team Managers to implement new hire learning programs, measure and assist in improving accuracy, as well as assigning and implementing additional learning programs based on accuracy and performance data.

Responsibilities
  • Partner with project managers, subject matter experts (SMEs), team’s instructional designers, and other key stakeholders to identify target audience training needs and deliver learning modules against required training timelines
  • For the site, coordinate, plan, deliver and facilitate ADS workflow training such as new hire, continuing education, launch training for new services, and other ADS-specific training as needed. This includes classroom or virtual instructor led training, webinars, and blended instructor-led learning and online self-directed modules or materials.
  • Coordinate training calendar for a growing ADS site comprised of 60+ data associates
  • Identify site-specific knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.
  • Monitor, track and report on training completion metrics.
  • Assist with development and validation of training materials, learner engagement strategies and evaluation plans.
  • With assistance from Accuracy team, coordinate and execute accuracy audits and initiate follow-up requisite learning programs to address any accuracy issues
  • Site Training Administration, including administering testing and certification, managing the training calendar, reporting on work outcomes and impact, scheduling
  • Contribute to continuous improvement cycle of training and accuracy processes
  • Serve as a subject matter expert (SME) in various ADS workflows, demonstrating high-level understanding of each workflow and when/how each workflow is used for customer insights
  • Upload and maintain training and accuracy metrics for the site to Sharepoint and/or other repository
  • International travel may be required up to 10%
  • Expected to coach and mentor less experienced staff

Basic Qualifications

  • Bachelor’s degree or significant college course work, in communication, education or related field
  • 2-4 years of experience in related field
  • Skilled in and can demonstrate experience with planning, creating, implementing, delivering and assessing various types of training
  • Communication skills for the purpose of knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with subject matter experts and managers
  • Experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings
  • Experience collaborating with global stakeholders, SMEs, front-line managers and front-line employees
  • Experience explaining complex topics to a novice audience
  • Knowledge of adult learning and training practices
  • Ability to use multiple learning methods and link appropriate methods with subject matter
  • Experience working with remote teams
  • Written and verbal fluency in English, as required to work with English language data training and learning
  • Demonstrated working knowledge of eLearning development tools such as Captivate, Articulate Studio/Storyline, Camtasia, Adobe Photoshop/Illustrator, or Flash
  • Competent user level of Microsoft Office tools (Word, Excel and PowerPoint)
  • Project/program management and organization skills

Preferred Qualifications

  • 2-4 years in a training role, including a mix of training and coaching/mentoring experience in a speech and language data or big data role
  • An undergraduate degree in communication, education or related field
  • Excellent collaboration, coordination and organization skills
  • Learning/training certification
  • Industry certifications in instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate (CPLP, CPT, PMP, etc.)
  • Experience working with a globally-distributed management organization