Key skills
Training DeliveryVirtual Training ProgramsAdult Learning PrinciplesLearning Management SystemsFeedback AssessmentCommunication SkillsTrain-the-Trainer CertificationCustomer Service TrainingTechnical TroubleshootingThird-Party Vendor ExperienceCommunicationPresentation Skills
About this role
Amazon is seeking an experienced facilitator for their Learning Experience Team to deliver exceptional training experiences for remote customer service associates. The role involves training delivery, certification of third-party trainers, and continuous improvement of training programs to maintain high standards in customer service quality.
Responsibilities:
- Facilitate engaging, interactive training sessions for remote customer service associates
- Deliver customized training programs that align with Blink's operational processes and customer service excellence standards
- Adapt training approaches to meet diverse learning styles and needs
- Maintain expert-level knowledge of Blink's systems, processes, and procedures
- Certify and quality-assure trainers across third-party sites to ensure consistent training delivery
- Conduct train-the-trainer sessions and provide ongoing coaching support
- Monitor and evaluate third-party trainer performance against established standards
- Provide feedback and development plans to improve trainer effectiveness
- Serve as a trusted resource and mentor for trainees and fellow trainers
- Identify training gaps and recommend program enhancements
- Contribute to curriculum development and training material updates
- Stay current on adult learning principles and innovative training methodologies
Requirements:
- Experience in facilitating, or experience with Learning & Development and course facilitation or an equivalent professional qualification
- Proven track record delivering virtual training programs
- Strong understanding of adult learning principles and instructional best practices
- Excellent communication and presentation skills
- Proficiency with virtual training platforms and learning management systems
- Ability to assess learner performance and provide constructive feedback
- Experience training customer service or operations teams
- Train-the-trainer certification or experience
- Familiarity with Blink or technical troubleshooting
- Experience working with third-party vendor partners