The position is responsible for developing and delivering learning in support of Visa DPS products and services for Dispute and Support Operations (DSO) Dispute Analysts. Responsibilities include developing business-relevant curriculum, attaining appropriate level of expertise on assigned topics, delivering information effectively, and ensuring all established goals and objectives related to training and development are completed successfully. The trainer will work with the DSO technical writer(s) to update and maintain all training documentation. They will also create training videos or short stories. This person will work closely with the trainer(s) in other DSO sites to ensure consistent delivery and processing according to procedures. Trainer is responsible for all training document creation and review to ensure alignment within sites, service lines, teams and procedures. Trainer will partner with Quality Assurance, DSO leaders and managers, DSO Technical writer(s), and Visa Training team in order to provide up to date, relevant and engaging training to the team.
Essential Functions
Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality
Stay current with DSO, Visa, and client business objectives by building effective relationships with product, sales and account teams, as well as DSO leadership
Partner with other DSO and Visa Trainer(s) to develop skills and material
Participate in and promote a DSO training assessment and feedback process
Identify on an ongoing basis potential course or knowledge gaps and /or needs and coordinate with DSO leadership on scheduling as appropriate
Work with functional groups to plan and develop curriculum per assigned schedule
Ensure course material accurately reflects and supports the business and strategic objectives of DSO, Visa DPS and its clients
Update course materials according to schedule, or more frequently as needed
Stay abreast of latest training and course development practices to ensure training delivery is engaging and effective
Ensure all course materials are prepared and delivered in a timely manner prior to event
Conduct training programs according to schedule
Administer online training as necessary for international team, ensuring engagement and successful transfer of knowledge
Work with DSO Technical Writer(s) to ensure policies and procedures are accurate and up to date
Be thoroughly acquainted with DSO Procedures, Quick Reference Guides and Job Aid templates
Other requirements as assigned
Domestic and international travel required (20-35%), with short term (2 week to 1 month) stays at off site locations
Work off business hours as required to meet with subject matter experts in order to ensure that specialized topics are appropriately addressed and discussed
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
