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Training Specialist

Federal Reserve Bank of Atlanta

Federal Reserve Bank of Atlanta

Dallas, TX, USA
Posted on Thursday, January 25, 2024

Company

Federal Reserve Bank of DallasWe are dedicated to serving the public by promoting a strong financial system and a healthy economy for all. These efforts take a team of dedicated individuals doing many different jobs. Together we’re creating a workplace where talented people can thrive, and we welcome your unique background and perspective to help present the best possible solutions for our partners.

Location: #LI-Hybrid

About the Role:

As part of the nation’s central bank, the Federal Reserve Bank of Dallas is committed to strengthening the economy and our communities. At the Fed, you have the opportunity to become part of an important public service institution whose work touches lives across the globe. It’s a big job and that’s why we need talented, results-driven professionals who care about making a difference.

The Treasury Services Training Specialist position is primarily responsible for preparing and delivering job-specific and soft-skills training classes for employees. The training specialist also prepares, distributes, and delivers department communications regarding updated information, and new processes and procedures, etc. Provides details to the Quality Assurance Specialist and supervisors to facilitate ongoing training needs and performance feedback to agents & leads. Works under moderate supervision with additional operational and analytical responsibilities and uses discretion in identifying and resolving problems.

You Will:

  • Evaluate and propose training methods and procedures to determine the most effective way to conduct training.
  • Monitor employee training programs, assesses needs and results, develops new programs and modifies existing programs.
  • Develop annual training plans and updates as necessary training plans for the teaching of all call agents.
  • Ensure training progression plan continues to meet the needs of the call center, making recommendations for improvement as necessary.
  • Partner with Quality Assurance Specialist to identify proactive changes to update and maintain training content and job aids.
  • Assist with monitoring customer interaction quality of staff and provides professional feedback regarding findings to ensure that department goals and standards are being met.
  • Work to address issues and trends and collaborates cross-functionally to improve operational processes.
  • Prepare and analyze quality assurance program and occasionally assist with monthly QA reports.
  • Serve as resources specialist dedicated to assisting contact center team members with inquiries regarding procedures and processes.
  • Coordinate special training requests from the U.S. Treasury or other external entities.

You Have:

  • Minimum Requirement of a High School Diploma and/or bachelor’s degree in education or related field.
  • Experience in technical and essential skills classes in the corporate environment.
  • Minimum 3-4 years of professional experience in a Contact Center environment.
  • Knowledge of Blended Learning and other current learning techniques are preferred.
  • Minimum of one year of Quality Assurance or previous job-related experience.
  • Equivalent education and or experience may be substituted for any of the above.

Our Benefits:

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

  • Comprehensive healthcare options (Medical, Dental, and Vision)
  • 401K match, and a fully funded pension plan
  • Paid vacation, holidays, and volunteer hours; flexible work environment
  • Generously subsidized public transportation and free parking
  • Annual tuition reimbursement
  • Professional development programs, training and conferences
  • And more…

Notes:

This position may be filled at various levels based on candidate's qualifications as determined by the department.

Applicants must be eligible to work in the U.S and the role is not available for sponsorship.

This role allows for the employee to work in a hybrid manner with some work conducted onsite at the Federal Reserve work location and some work conducted remotely. Specific schedule details will be discussed during the recruitment process.

The Federal Reserve Bank of Dallas is proud to be an Equal Opportunity Employer that believes in the diversity of our people, ideas and experiences, and we are committed to building an inclusive culture that represents the communities we serve.

If you need assistance or an accommodation due to a disability, please notify your Talent Acquisition Consultant.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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