Training Instructor

6 months ago

Dartmouth, Canada Armstrongs Full time

At Armstrong's we are Canada's premiere alarm monitoring company. We are a part of the AvantGuard Monitoring company with the mission to create solutions for a safer world through our innovative technologies and caring people. We operate one of the largest and fastest growing monitoring companies in North America, monitoring alarms (security, fire, medical, environmental, IoT) throughout the U.S. and Canada for nearly 1.7 million people every day. At Armstrong's we are defined by our core values: We Care, We're Fun, We're Innovative, We value Relationships, We give great Service, and We work as a team to extend trust. In short, We Care F.I.R.S.T. about our employees and subscribers.

**Job Summary**

Under direction of the Director of Learning and Development, the Training Instructor is responsible for preparing new team members for work in Armstrong's monitoring center. Provide existing team members with ongoing training and professional development after leaving training, as well as introducing and immersing team members in Armstrong's culture. They are also responsible for conducting weekly audits and assisting with administering Armstrong's quality program. This position is full time and required to work 8 hours between the hours of 8 am and 9 pm.

**Essential Job Functions**:

- Prepare new team members for work in the monitoring center by teaching planned material during assigned training courses
- Help the department reach auditing goals each week by completing audit assignments
- Provide constructive audit feedback to Operations as part of administering Armstrong's quality program and policy
- Work with Dealer Care to resolve dealer complaints through research and collaboration
- Promote and be an exemplary example of We Care FIRST and Armstrong's culture though words, actions, and attitude
- Answer questions and evaluate operator understanding of training material and adjust pace, teaching method, and/or style to fit their needs
- Create, prepare, and deliver processing activities, role-playing scenarios, and training outlines for each training course
- Self-manage responsibilities and assignments

**Responsibilities / Duties / Tasks**:

- Prepare training materials for each assigned training course including printing and binding training manuals, printing out expectations and policies, etc.
- Exemplify excellent customer service, communication and public relations skills and demonstrate ability to work well under pressure for extended periods of time
- Assist with the creation of new training material and keep current training material up to date
- Demonstrate proper signal procedures to new team members during training
- Huddle with each new team member during the training process and fill out their OJT document
- Proctor and score outbound tests and ancillary tests
- Strong attention to detail, focus and follow through
- Motivate and exemplify our core values and culture for team members
- Support HR and Operations in culture related items (parties, lunches, activities, etc.)
- Report on and take responsibility for training class pass rate
- Maintain the organization and cleanliness of the training room
- Verify and approve new team member time cards weekly
- Assist with auditing failing scores a second time per Armstrong's quality policy
- Silent monitor operators as assigned in the monitoring center
- Take signals as assigned in the monitoring center
- Assist HR in the interview process of new team members and provide detailed feedback
- QA checkups and self-audits with operators upon request
- Teach additional ancillary training classes as assigned
- Graduation party planning and execution
- Maintain personal and department goals and KPI's
- Other duties as prescribed - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

**Job Qualifications / Skill Requirements**:

- Maintain a consistent and predictable schedule
- Associates degree or equivalent work experience
- Ability to break down complex procedures and processes into easily understood concepts
- Display confidence and energy while standing/presenting in front of a group
- Demonstrate a high quality of work while under the pressure of being observed
- Ability to adapt communication style to the needs of different team members
- A record of excellent quality assurance scores
- Ability to problem solve and make judgement calls
- Effectively teach for understanding
- Meet strict deadlines
- Strong goal setting and demonstrate a sense of urgency
- Brainstorming, innovating, and adult learning

Armstrong's is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employee.

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