Process & Communication Training Analyst – Training Specialist

About the role

We are seeking a positive and professional Training Facilitator to join our team of trainers reporting to the Training Manager. The role focuses on establishing and delivering classroom and group training for our Canadian banking portfolio, covering brand, technical, and soft‑skill content.

Key responsibilities

• Prepare training sessions, including systems, facilities, course materials, and welcome communications.
• Deliver in‑class technical and soft‑skill training to groups ranging from 2 to 20 participants using adult‑learning principles.
• Adhere to delivery processes, report on curriculum execution, and complete mandatory privacy, security, and fraud training.
• Use standardized evaluations to measure training impact and provide feedback to Operations, Recruitment, and Training Design teams.
• Coach new trainees in the classroom and support their transition into production, ensuring performance benchmarks are met.
• Identify learner challenges and develop individualized support plans.

Required profile

• Experience in the credit‑card or financial industry, preferably within a contact‑centre environment.
• Excellent verbal and written communication skills in both English and French.
• 1‑2 years of operational or customer‑service experience is considered an asset.
• Flexibility to work various shifts, including day and evening schedules.
• Strong organizational and time‑management abilities with a customer‑oriented mindset.

Required skills

What we offer

• Full‑time, onsite position with flexible shift options.
• Opportunity to shape training practices for a major Canadian banking portfolio.
• Collaborative environment with a dedicated training team.