AA New Zealand Looking for Training Specialist – Contact Centres at Auckland Central, Auckland, New Zealand Full Time

For over 120 years we’ve been helping kiwis on their adventures. We’ve become a trusted partner to our members, who are at the heart of everything we do. As one of New Zealand’s most enduring brands, we’ve become a permanent feature of our cultural landscape. Our people are talented, naturally curious and love to ask ‘what’s next?’ This means that here at the AA, you’ll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

The role:

An exciting opportunity to join our Channel Capability and Performance Team as a Training Specialist – Contact Centres where you’ll relish playing a vital role in our new employees’ journey at the AA!

• Design, develop and maintain training and development frameworks for Contact Centres and Operations, working collaboratively with relevant managers and subject matter experts as required.
• Deliver induction training programmes for new employees face-to-face, remotely or in a hybrid form.
• Ensure trainees are adequately trained, are confident and proficient in handling customer interactions prior to handover to Contact Centres and Operations.
• Deliver a comprehensive handover to relevant managers encompassing assessment results, topics covered in training, material, resources shared and trainee sign-off.
• Ensure training records are kept up to date and accessible to relevant managers and providing training needs analysis as required.
• Develop functional competency or technical assessments as needed.
• Continually expand knowledge of AA products and services and developing effective working relationships with all relevant divisions, trainers, and key stakeholders.

About you:

You’ll be someone expert at building great working relationships with team members and internal stakeholders. With a few years under your belt working in a similar role, your solid understanding of different learning styles, technology and passion for delivering great training outcomes will be key.

• Capability to design and deliver effective hands-on and virtual training.
• Proven experience in designing training programmes suitable for contact centre operations.
• Experience conducting training needs analysis and designing competency assessments,
• Excellent written and verbal communication skills.
• Strong computer skills and E-Learning management and administration.
• Experience with e-learning design tools such as Articulate – preferred not essential
• Qualified assessor for ITO unit standards benefits – preferred but not essential.

Why work for us:

As a team, we can offer you training and development, a strong focus on professional growth, and a clear path for your career development. We are proud to offer a range of awesome benefits including:

• Free AA Membership
• Discounts on insurance products
• An extra day’s leave to celebrate your birthday
• NZAA Retirement Scheme

If you would like to kickstart your career with AA, please apply today!

A full job description is attached. Applications close Tuesday 11th of July 2023 at 5.00pm.