Training Analyst

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 $41,117.00

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.

Required Skills

Bachelor’s degree and two years of training experience or any equivalent combination of training, experience, and/or certification(s).

Strong analytical skills, ability to interpret data and metrics to draw conclusions and make recommendations.

Strong skills in data analysis tools such as Excel, and data visualization software such as Tableau or Power BI.

Demonstrated solid ability to interpret complex data and provide actionable insights, with a strong understanding of statistical methods.

Demonstrated solid experience with creating reporting.

Proficiency in creating engaging training content. 

Familiarity with Learning Management Systems (LMS) and e-learning development tools.

Excellent verbal and written communication skills to present findings clearly to non-technical stakeholders.

Demonstrated strong critical thinking and problem-solving abilities to address business challenges through data-driven solutions.

Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills.

Demonstrated proficient performance management and effective coaching techniques.

Proven flexibility to manage last-minute training requests or changes.

Developed problem solving skills and the ability to focus attention on details.

Proficient knowledge of Microsoft Office Suite.

Preferred Qualifications: Analyst or Training experience in a call center and a comprehensive understanding of federal regulations/requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

Flexible for occasional off-site travel are required.

Sedentary work (office environment).

Frequently requires – repetitive motions (substantial movements of the wrist, hand, and/or fingers).

Must be able to use a personal computer.

Must be able to speak in front of large groups.

Must be able to perform basic math skills.

Must be able to have regular and predictable on-site attendance, highly interactive role.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

Ability to convey new information in a meaningful way, through presentations, for others to comprehend and perform their required job responsibilities.

Ability to set and meet deadlines and to work in high-pressure situation with multiple competing projects.

Ability to comprehend program goals, objectives, and operations and to relate these to training analysis.

Ability to gather, assemble, correlate, and analyze facts and devise solutions to training problems.

Demonstrated analytical, critical thinking, and organizational skills.

Possess advanced written and verbal communication skills.

Ability to work effectively in a team environment.

Ability to promote and support a consistent, professional, customer focus.

Required Experience

Bachelor’s degree and two years of training experience or any equivalent combination of training, experience, and/or certification(s).