Officer, Training Design and Development and Quality Coach

Job

Requisition

Business Function:
Finance

Primary City:
Ottawa

Province:
Ontario

Employment Type:

Full-Time

Employment Status: 12 months Term - With the possibility of extension or permanency

Language Requirement:
Bilingual Imperative (BBCC)

Employee Class and Level: UPCET
01

Number of Vacancies : 3

Salary: $62,234-$100,781

Job Closing Date (YYYY-MM-DD):

An eligibility list to be created for a period of twelve (12) months.

Job Description
The Officer, Training Design and Development and Quality Coach designs, develops, and updates training programs and quality assurance materials related to business processes and procedures for shared services employees. They do this with the goal of enhancing employees' overall knowledge and specific job skills needed to perform in their role, improving operations efficiency and achieving business strategic objectives. The Officer provides training to Quality Assurance and Training Delivery Officers to support the implementation and administration of training programs and quality assurance evaluations.

The Officer also provides ongoing support, coaching, feedback, and expertise in best practices to these Quality Officers, to improve the training delivery and quality assurance skills required to perform successfully in their role.

Job Responsibilities

Conducts training needs analysis for new and existing training programs by assessing knowledge and skills gaps, financial budgets, and resources required to support initiatives identified by stakeholders. Collaborates with stakeholders to determine appropriate learning content to meet these needs.

Designs, develops, and maintains training programs to address the results of the training needs analysis (training plan, curricula and lesson plans, facilitator and participant guides; eLearning modules, job aids; activities and exercises; quizzes, etc.). Ensures that sound instructional design and adult learning concepts are in place through Quality Assurance reviews.

Confirms the design and performance effectiveness of training through Train-the-Trainer sessions, pilot training sessions, and/or iterative review/testing of digital content to release to employees. Leads the translation of content to meet the Corporation's Official Languages Policy.

Leads training and quality evaluation activities to assess the effectiveness of training programs and quality assurance materials. Analyses evaluation data and communicates to management, and client/stakeholders as required, on the achievement of training and quality objectives. Makes recommendations to modify content or enhance program framework when indicated, through evaluation and analysis.

Coaches, inspires, and motivates Quality Officers to develop and improve their skills and levels of competence to drive their success and help them reach their full potential. Provides actionable feedback to close identified performance gaps through observations in real training situations or from quality audit reviews.

Job Responsibilities (continued)

Performs periodic quality audits and reviews on the evaluations performed by Quality Officers to ensure they are accurate and compliant with established quality definitions standards, to achieve uniform quality improvements, and to build consistency. Identifies and flags alignment issues and provides recommendations for improvements to the Manager.

Plans, schedules, and hosts calibration sessions to ensure consistent alignment and understanding of quality assurance requirements. Creates and prepares reports/presentations of quality and training performance results and provide business insights to contact centre team leads and managers, and various stakeholders and executives, as requested. Identifies gaps and recommends improvement solutions. Reports regularly on the effectiveness of the level of quality before and after quality performance initiatives have been amended.

Analyses training, quality, and client satisfaction results to identify individual or business performance gaps and opportunities for continuous improvement experienced in shared services. Assesses impact of problems, identifies possible root causes, recommends solutions for enhancements to training, policies, processes, or other areas to improve performance, reduce client effort, and enhance the overall employees' and clients' experience. Shares findings along with action plans, ensuring that corrective actions are taken by the appropriate parties, and assesses effectiveness of corrective action.

Liaises with…