Process&Communication Trainer, CTK

Process&Communication Trainer, CTK

3-4 years
Not Specified

Job Description


Job summary

Many of the problems we face have no textbook solution, and so we-happily-invent new ones. - Jeff Bezos - a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. A Fortune 100 company based in Seattle, Washington, Amazon is the global leader in e-commerce. Amazon offers everything from books and electronics to apparel and diamond jewelry. We operate sites in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Netherlands, Spain, United Kingdom and United States, and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.
Technological innovation drives the growth of Amazon, offering our customers more selection, convenient shopping, and low prices. Amazon Web Services provides developers and small to large businesses access to the horizontally scalable state of the art cloud infrastructure like S3, EC2, AMI, Cloud Front and Simple DB, that powers Developers can build any type of business on Amazon Web Services and scale their application with growing business needs.
We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.

About Amazon India:
Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable various Amazon businesses, including Amazon websites across the world as well as support Payments, Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store. We are proud to have some of the finest talent and strong leaders with proven experience working to make Amazon the Earth's most customer-centric company.
We made our foray into the Indian market with the launch of, enabling retailers in India to advertise their products to millions of Indian shoppers and drive targeted traffic to their stores. In June 2013, we launched for shoppers in India. With, we endeavor to give customers more of what they want - low prices, vast selection, fast and reliable delivery, and a trusted and convenient online shopping experience. In just over a year of launching our India operations, we have expanded our offering to over 18 million products across 36 departments and 100s of categories! Our philosophy of working backwards from the customers is what drives our growth and success.
We will continue to strive to become a trusted and meaningful sales and logistics channel for retailers of all s across India and a fast, reliable and convenient online shopping destination for consumers. For us, it is always Day 1 and we are committed to aggressively invest over the long-term and relentlessly focus on raising the bar for customer experience in India. Amazon India offers opportunities where you can dive right in, work with smart people on challenging problems and make an impact that contributes to the lives of millions. Join us so you can - Work Hard, Have Fun and Make History.

Job Description:
CTK Learning Coordinator role is an advocate for continuous learning and development of the AET-Centralized Time Keeping (CTK) team supporting Amazon employees from different geographies. Learning coordinator plays a pivotal role, as they are responsible for introducing new hires to Amazon's culture, and work hand in hand with CTK Associates, Specialists and Managers in driving growth within the business. The Learning Coordinator will be responsible for performance and capability development of every associate. This position will overlap with Quality, Program Management and Operations Managers in driving the trainings as per business requirements. This position will be responsible for new hire orientation, new hire training, and ongoing training initiatives. This responsibility includes the monthly process knowledge test and will be the owner for gathering information, creating and administering the test with associates. Consistency within this process will ensure appropriate topics are retrained and tested as opportunities are presented.

. Develop and deliver trainings for associates on chat and phone support.
. Create learning plans that meet best in class learning experience for both learner and stake holders
. Develop training refreshers for new hires based on identified areas for improvement and arrange refresher trainings on timely basis
. Identify opportunities to streamline and standardize resources. Partner with Learning Content experts to ensure upkeep & accuracy of the training material used.
. Provide CTK learners or associates with regular feedback in the course of training and maintain detailed feedback and attendance records
. Ensure conversion of new hires within ramp-up period to match business as usual state, reduction in repeat errors
. Thorough understanding and experience in reporting of training status and feedback to stake holders
. Capable of managing immediate stake holders training requirements, communicate with appropriate business owners, site managers, and management to ensure that all trainings are conducted on-time and with sufficient resources and facilities.
. Ability to work with learning systems (LMS), tools, MS Office Word, Excel basics & PowerPoint in order to periodically report progress and status on new hire trainings, training need analysis and effectiveness measure to leadership and stake holders
. Compile the monthly process knowledge checks (PKC's) for L2 and L3's in their designated business lines. These knowledge checks are compiled based on inputs from Quality Assurance Analysts, Team Managers/ Leads, and Learning content experts.
. Gather results of the monthly PKCs and provide summary back to the Team Managers for feedback to associates.
. Analyze results of monthly PKC to determine whether questions need to be asked in the next PKC and/or liaise with learning content experts if training materials an update or revision
. Facilitates routine huddles, stand-ups, and refresher trainings for associates.
. Responsible for driving Training Need Identification and Analysis to understand the implicit and explicit training needs & facilitate applicable trainings that eliminate performance gaps.
. Perform quality audits to understand root cause of the issues and take inputs on the misses due to knowledge gap, initiate training plan to cover the knowledge gaps


. Bachelor's degree is mandatory
. 3 - 4 Years of Knowledge Management/ Process Training Experience
. Experience in delivering training on Chat and voice/soft skills
. Basic leadership skills, ability to work and be flexible under pressure
. Excellent verbal and written communication skills
. Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint
. Ability to clearly communicate complex information and to effectively motivate small and large groups.


. Coaching and Mentoring Experience
. In-depth knowledge & experience in performance evaluation and driving metrics
. Substantial experience in multiple stake holder management
. Innovative and flexible to acclimate with changes in process / business
. CTK Process knowledge/experience is an added advantage

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About Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to to research and develop technology that improves the lives of shoppers and sellers around the world.

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