PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.

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Salary: Grade 12, Commensurate with experience starting at $42,351.00

Shift: Monday through Friday 8:00 AM - 5:00 PM - Hybrid 2 days a week onsite

Location: PHEAA Headquarters 1200 North 7th Street, Harrisburg, PA 17102

Department: AES Contact Center

JOB PURPOSE AND SUMMARY

The Training Analyst role is primarily responsible for reviewing, compiling, and analyzing training data to provide error trend analysis, knowledge gaps, and recommendations for solutions. This role may also be responsible for training on various Call Center topics.

PRIMARY DUTIES AND RESPONSIBILITIES

Analyzing/Research

Gather training and trend data from various sources and ensure data accuracy and relevance.

Analyze data to identify trends, patterns, and relationships and share out findings.

Create visual representations of data findings through charts, graphs, and dashboards to make complex data understandable for stakeholders.

Prepare detailed reports and presentations to communicate insights and findings that are utilized to

Influence decision making processes within the Agency.

Collaboration with cross-functional teams to understand their data needs and help develop tools for collecting and analyzing information.

Training and Personnel management

Lead training sessions to expand or develop new skillsets of others.

Prepare for training; verify trainees have all necessary equipment and all required access has been granted.

Foster a supportive learning environment by encouraging open dialogue and feedback.

Regularly review training protocols and guidelines to ensure compliance and effectiveness.

Utilize a variety of metrics (test scores, participant feedback) to evaluate training effectiveness. 

Make recommendations to adjust training content and delivery methods based on analysis results to improve outcomes.

Analyze, address, and resolve performance and disciplinary issues during training including thoroughly documenting disciplinary actions taken in the AES Documentation Database.

Evaluate employee performance prior to and after completion of training; recommend necessary additional training.

Complete required paperwork, records, documents, etc. including the related clerical aspects of training function.

OTHER DUTIES AND RESPONSIBILITIES

Troubleshoot minor computer and equipment issues and works with Information Technology to resolve issues.

Comply with the Agency’s enterprise security and privacy policies and departmental procedures.

Other duties and special projects as assigned.