Accountabilities:

• Deliver process, system, and business skills training to Operations.

• Spearhead and coordinate with all SMEs/Stakeholders the analysis, design, and development initiatives related to the new hire, refresher, and staff development training needs of Operations.

• Work with Operations to assess training needs.

• Provide floor support in operations.

• Send Daily Training Report to indicate topics covered, highlights, IT concerns and opportunities identified during training.

• Send Training Evaluation Survey after each completed training class.

• Facilitate User Acceptance Testing (UAT) prior to training and endorsement to operations to ensure that all systems’ training and live environment will be accessible to trainees.

• Facilitate and coordinate System Access Requests.

• Monitor the training program and ensure training gaps are addressed.

• Ensure that monthly assessment and process updates are carried out.

• Keep training documents and process maps up to date.

• Map out new processes and cascade process changes.

• Complete required monthly audits on or before the deadline set for TQAs.

• Perform remote and side-by-side transactional audits.

• Pass Trainer Certification for new products, systems, and processes.

• Handle incidents, tickets and calls to help in managing SLAs in operations, when needed.

• Provide weekly Training and Quality report which covers updates and help needed encountered during the week.

• Provide monthly Training and Quality status updates, reports analysis and recommendations to address identified opportunities.

• Conduct coaching with representatives to discuss QA audit results.

• Participate the stand-up meeting of the teams being supported at least thrice a week to ensure key updates are cascaded properly.

• Establish quality model based on COPC framework and Six Sigma standards. Enhance the current Quality monitoring evaluation methodology, including forms, calibration, and feedback processes.

• Lead weekly calibration activities Support and coordinate internal audits of quality and training records and methodology.

• Conceptualizes quality initiatives and partners with operational leaders to ensure consistent and continuous improvement in the overall quality and productivity of operations.

• Ensure that necessary tool, techniques, and standardized, consistent measurements are in place for coaching.

• Develop questions for and support deployment of staff regular reevaluation and recertification.

• Conduct root cause analysis and drive corrective action plans.

• Perform other tasks/projects assigned by the immediate superior.

Requirements:

• Outstanding presentation skills (oral and written).

• Strong analytical, organizational, collaboration skills and attention to detail required.

• Strong written and verbal communication and project management skills

• Experienced in coaching, motivating, coordinating and providing guidance to teams and/or individuals involved in servicing customer or content operations.

• Demonstrate problem solving and decision making ability within a competitive customer facing service operation/environment.

• Excellent time management and prioritization skills.

• Basic computer skills: MS Office Applications, Adobe Acrobat.

• Minimum of Bachelor’s degree is required.

  LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.