Instructor Analyst – Training & Development Trainer

About the role

The Instructor Analyst will design, deliver and evaluate training programs for new hires and existing staff in a contact‑center environment. The role combines classroom instruction, virtual learning and on‑floor coaching to ensure agents meet required proficiency levels.

Key responsibilities

• Deliver end‑to‑end new‑hire training, continuous education and client‑specific process training.
• Facilitate classroom and virtual sessions, translating subject‑matter expertise into practical skills.
• Provide floor support and communication coaching to agents and leadership.
• Develop communication assessment tools aligned with project goals.
• Gather operational data, monitor performance indicators and prepare training effectiveness reports.
• Proactively create supplemental modules and activities to enhance existing programs.

Required profile

• Minimum 2 years experience as a process trainer in a contact‑center or voice‑operations setting.
• Background in general insurance or finance is preferred.
• Strong knowledge of adult learning principles and classroom management.
• Ability to work mid/night shifts with weekends off.

Required skills

• Microsoft Teams (virtual training platform)
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel

What we offer

• Hybrid work setup (on‑site when facilitating classes).
• Opportunity to develop capability programs in a dynamic contact‑center environment.