Senior Specialist Training

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Senior Specialist Training

Team Overview
•Design and development of training materials for our global contact centre teams
•Create, review and publish knowledge content for our global contact centres
Job Purpose
•Design and develop training curriculum to support our global contact centres
•Identify opportunities to improve performance through training intervention
•Facilitate training sessions with contact centre personal

•Are you a contact centre training professional?
•Are you motivated to be a part of a culture of change and enhancement?
•Do you want to drive process and performance improvement?

•Development and design of the training curriculum in support of contact center operations.
•Mitigate contact center agent knowledge operational risks identified by Operations team Facilitate instructional training sessions to engage and motivate adult learners to meet or exceed performance expectations.
•Develop reports to measure and monitor metrics to identify weaknesses and provide additional follow-up training
•Identify opportunities for program enhancement and provide feedback to Training & Quality Manager
•Work within a team including, Training & Quality Manager, Site Director, Operations Managers, Supervisors and Human Resources personnel
•Monitor KPI's and call drivers and create Knowledge base information in support of the product FAQ's
•Other duties as assigned, such as attend Calibrations and Business Review calls as required

•Bachelor's Degree Preferred, or an equivalent combination of education and experience may be considered
•Expert experience in training development and delivery
•Excellent communication skills, both verbal and written
•Strong interpersonal skills with student and staff populations
•Superior organization, prioritization, and self-motivation skills
•Strong computer skills. MS Office Suite
•Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments
•Ability to listen to customers and to understand and respond positively to their requests
•Ability to manage multiple tasks and successfully meet deadlines

•Experience with elearning tools, such as Adobe Captivate
•Experience with managing knowledge base tools.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

Meet Some of Mastercard's Employees

Charlotte N.

VP, Product Development & Innovation

Charlotte and the ACH Payments Team focus on the strategy, development, and commercialization of new products leveraging real-time payments technology. The team was formed in light of Mastercard’s entry into the real-time payments space and acquisition of the UK-based company Vocalink.

Nili K.

VP, Product Management

Nili works within Mastercard’s Digital Payments Division, focusing specifically on the company’s digital wallet and tokenization solutions in order to enhance the capabilities within each product.

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