As a Training Coordinator, you will help agents to delight customers by providing necessary policy enforcement knowledge. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience.
Consult with business partners and stakeholders to determine the most effective training strategy to support products and workflows. Analyze trends in quality results and product/policy launches, anticipate learning needs, and devise appropriate training interventions.
Review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines. Schedule and deliver on agent training using blended learning techniques (in class room, e-learnings etc.) focused on products, policies, and processes for content moderation. Manage training program logistics, attain training certification goals, manage retention during training, and develop and deploy effective communications that track learner compliance.