+ Facilitates multi-week new hire training for Call Center Associates (Academies) + Performs analysis to understand client transactions in order to create process improvements. + Reviews and standardizes content as well as tailors material for specific situation. + Creates content for high-end (difficult/complex) topics. + Conducts/facilitates training on high-end (difficult/complex) topics. + Acts as consultant for respective service lines. + Leads development, design, delivery, evaluation, and management of training programs for the respective service line. + Participate in project transitions such as product launches. + Prepares training material and transition documents for new processes, accounts & clients programs for the respective service line. + May mentor a group of junior trainers. This is a BPO Process & Communication Trainer for Insurance TPA.