TOC Trainer Hyderabad

TOC Trainer

Company Profile:

Amazon.com strives to be Earth's most client driven organization where individuals can discover and uncover basically anything they need to purchase on the web. By giving clients a greater amount of what they need - low costs, unlimited determination, and accommodation - Amazon.com keeps on growwing and advance as a world-class e-trade stage. Amazon's advancement from Web website to e-trade accomplice to improvement stage is determined by the soul of development that is some piece of the organization's DNA. The world's brightest innovation psyches come to Amazon.com to research and create engineering that enhances the lives of customers and merchants as far and wide as possible.

Experience :5 to 9 yrs.

5 years of experience in training, content development and driving quality improvements.
Bachelors degree in relevant field.

Qualifications:

Soft Skills required
Excellent planning, organizational and time management skills.
Strong ability to manage stakeholders.
Flexibility, adaptability, and composure.
Bias for action; takes responsibility/ownership and delivers.
Superior judgment, diplomacy and tact.
Willingness to speak up even in the midst of adversity.
Strong communication skills both oral (speaking, listening, interpretation) and written to all levels of management and across various cultural backgrounds and functional areas.
Exceptional skills in data interpretation and analysis.
Ability to evaluate data, identify issues and make recommendations for Associate quality improvement processes
Absolute passion for ensuring a world-class customer experience with every contact.

Hard Skills required 

Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
Experience using e-learning software, such as Captivate or Viewlet Builder
Proven competence using an LMS, such as SumTotal Meastro, Cornerstone, Saba or Moodle
Familiarity with SCORM a plus.
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
Job Description:Amazon is seeking Training Manager with Instruction Design and Quality audit skills for North America Transportation Operation Center (TOC) team. The responsibilities will be divided in 3 segments; Training delivery, Instruction Designing, and driving quality & compliance on the existing processes. The candidate would be supported by a team of 2 training coordinators, 1 each from Hyderabad and Phoenix TOC site. This role will be based out of Amazon Hyderabad facility.
Below are some of the expectations and responsibilities associated with each segment:

Training and Instruction Design : Organizational vision is to ensure all associates have same level of knowledge related to the processes and provide seamless experience to the customer regardless of the tenure and geography of the associate handling the request. The candidate will be responsible for setting and executing training strategies for the process; in designing and building classroom and e-learning solutions for training new hires and for refresher training needs. Currently, the training content is available in the form of word, excel and PowerPoint presentations.

Responsibilities include (but not limited to): 

Design and build training programs using instructional and distribution methods (online, classroom or blended) that best suit the content.
Perform needs analysis and evaluate existing documentation to identify the most appropriate training approach and content to meet the demands of the learning objectives and audience.
Create engaging and valid trainee evaluation tools that prove successful knowledge transfer to graduate the trainee.
Manage processes and reporting related to learning management system (LMS).
Meet regularly with Operations, ACES teams to understand local training needs and implement solutions for measurable results.
Build processes and templates to minimize the development time for new skill and specialty curricula.
Manage multiple complex curricula development projects simultaneously.
Manage existing programs to ensure the content remains complete and relevant.
Work with ACES team and ensure the new content is developed in time efficient manner for the frontline team to go through before any changes to the existing processes go live.
Work with Operations, and Recruitment to plan training (process & communication) schedules.
Participate in maintaining and improving recruiting processes, such as technical or English testing, to ensure a high hiring-bar for each new-hire.


Quality and Compliance: set-up a program that creates, fosters and maintains a high quality performance improvement that offers fair and consistent feedback to TOC associates, as well as provides an accurate and quantifiable picture of Customer Service to the organization. The candidate will be responsible for driving initiatives and programs that improve TOCs performance, anticipating and responding to performance improvement needs through coaching labs, transaction monitoring, root cause analysis, and problem elimination. The focus needs to be to drive improved customer experience.