Training (Talent Development) Analyst

Role Overview

As a Training Analyst specializing in Talent Development, your primary duties will involve delivering in-person and virtual training sessions focused on Language, Voice, Accent, and Soft Skills for both voice and non-voice teams. You will closely collaborate with teams and business stakeholders by conducting daily audits across voice, email, and chat channels, as well as managing floor activities.

Key Responsibilities

• Conduct classroom and virtual training on language proficiency, voice modulation, accent refinement, and soft skills for diverse teams.
• Perform regular audits of voice, email, and chat communications to ensure quality and provide actionable feedback.
• Work alongside business requestors to support operations through hands-on floor interaction.
• Track and report on the effectiveness of training programs and related projects.
• Participate in interviewing new hires to assess suitability and skill levels.
• Maintain ongoing engagement with trainees and floor personnel to identify areas for continuous improvement.

Required Skills and Qualifications

• At least 2 years of experience in delivering Voice and Accent training.
• Exceptional communication skills equivalent to CEFR C1 level.
• Highly effective facilitation skills to engage and educate participants.
• Capability to coach learners and provide constructive feedback.
• Strong proficiency in Microsoft Office suite for documentation and reporting.
• Experience in instructional design to develop efficient training content.
• Exposure to Canadian culture, either through expatriate experience or previous work in Canada.