Training Specialist

We are seeking a passionate and detail-oriented Training Specialist to drive the training, auditing, and cultural development goals of our Hospitality Support team. This role is ideal for someone who thrives in a hybrid space, combining language and communication development, customer service skills development, performance auditing, and cultural engagement.

You will design and deliver training programs, perform incident audits with coaching feedback, promote Principle-Based Management (PBM) practices, and organize team-building initiatives that boost morale and team collaboration.

Responsibilities:

Training and Development:

• Design and deliver onboarding and continuous learning programs focused on policies, SOPs, tools, customer service, and communication standards.
• Collaborate with the training team to co-develop department-owned training materials tailored to the company’s culture and hospitality support needs.
• Regularly review and update training content to reflect new procedures, tool updates, and industry best practices.
• Conduct classroom and floor-based coaching sessions for new hires and existing team members.

Incident Audit & Evaluation:

• Conduct structured audits of analyst-handled incidents to ensure SOP and SLA adherence while meeting audit productivity targets.
• Provide constructive, individualized feedback to analysts through regular coaching sessions.
• Identify skill or process gaps and design remedial training interventions.

Culture & Values Training:

• Train team members on PBM principles and support their application in day-to-day work.
• Encourage recognition by promoting peer-to-peer Raves and positive reinforcement practices.
• Act as a role model of respectful, principled behavior aligned with the organization’s core values.

Team building & Engagement:

• Organize and lead team-building events per quarter to foster connection and team spirit.
• Coordinate with HR to support department-level employee engagement initiatives.
• Encourage team participation in cultural events, recognition drives, and learning campaigns.

Basic Qualifications:

• Graduates in any field with 3–5 years of experience in training, quality evaluation, or customer support (preferably in hospitality or SaaS environment)
• Strong written and verbal communication skills
• Experience creating or tailoring training content in alignment with business needs
• Understanding of SOPs, SLA-based performance, and customer service language
• Strong attention to detail and ability to analyze case performance
• Good Communication skills to interact with Infor’s global customers and analysts.

Preferred Qualifications:

• Good written and verbal English language skills including Active Listening.
• Advanced knowledge of English language modules and customer service best practices.
• Exceptional training and facilitation skills, with the ability to create engaging and interactive learning experiences.
• Exposure to PBM principles or values-based management frameworks
• Experience with tools like ServiceNow, LMS platforms, auditing systems
• Excellent communication and interpersonal skills, with a positive and motivational approach to employee engagement.
• High emotional intelligence, ability to provide empathetic and constructive feedback