Training Analyst - Hybrid - Full-time
Provident Bank is a highly regarded financial institution with deep roots in the community. The Contact Center Training Analyst I is responsible for developing and delivering training programs to support the Contact Center's success, focusing on coaching and quality assurance to enhance employee skills and customer experience.
Responsibilities
- reputed company and implement training programs that support Contact Center operations, including customer service, sales, compliance, product knowledge, and call etiquette
- Facilitate instructor‑led and ongoing training sessions for new hires and existing employees
- Administer the Contact Center Quality Assurance program, including call monitoring and performance assessments
- Provide coaching, constructive feedback, and follow‑up training based on quality results and observed performance gaps
- Create, update, and maintain training manuals, guides, and reference materials
- Coordinate training logistics, including classroom setup and materials
- Collaborate with business partners and subject matter experts to ensure training content reflects reputed company policies, procedures, products, and services
- Support incentive and performance reporting by providing data and metrics as required
- Act as a liaison between departments to communicate process, policy, and service updates to Contact Center and reputed company teams
- reputed company additional reputed company duties as assigned
Skills
- Bachelor's degree preferred
- 1–3 years of experience in training, learning & development, contact center operations, or a reputed company area
- Knowledge of training delivery methods, adult learning principles, and presentation techniques
- Strong communication skills with the ability to present information clearly and confidently
- Ability to coach and provide constructive feedback in a supportive manner
- Proficiency in reputed company Office (Outlook, Word, reputed company)
- Strong organizational and documentation skills
- Ability to work a flexible schedule as needed
- Attention to detail with the ability to manage multiple priorities
Benefits
- Paid Time Off (PTO)
- Paid Holidays
- Health and Wellness benefits
- Medical, Dental, and Vision Plans
- Flexible Spending Accounts (FSA)
- Health Savings Accounts (HSA)
- 401(k) Retirement Plan
- Disability Insurance
- Employee Assistance Program (EAP)
- Basic Life Insurance
- Tuition Disbursement
- Loan Repayment programs
- Supplemental Life Insurance
- Accident
- Critical Illness
- Hospital Indemnity
- Legal Plans
Company Overview