MasterCard Consultant Training and Knowledge in O'Fallon, Missouri
Who is Mastercard?
We are the global technology company behind the worlds 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.
Consultant Training and Knowledge
Develop and manage a collaborative training and knowledge-rich environment to enable customer facing employees to deliver world-class care
Key Duties and Responsibilities
This role manages the accuracy, consistency and design for all contact center and customer facing knowledge content for Mastercard products and services to be consumed by internal and BPO teams utilizing proven instructional design strategies and latest knowledge base solutions. Additionally, this position manages the overall training framework which includes people, processes and technology. Responsibilities include, but are not limited to:
Training handoffs / Train the Trainer strategy
Clean execution of managing all content management within a shared knowledge base that serves as the single source of truth for internal and external users
Oversees development, implementation and adoption of knowledge tools and its content
Develops and manages a portfolio of training approaches such as computer based training, hands-on, call / customer interaction simulation, distance learning, etc.
Bachelors degree in Instructional Technology, Instructional Design or equivalent experience required (see equivalent experience)
oIntermediate training management experience in a center of excellence for global teams
oIntermediate content experience for multiple products, services and/or brands
oInstructional design background / experience specific to adult learning styles
Credit Card, Financial Services or Insurance industry experience preferred
Customer Care Quality Management experience preferred
Profile / Fit
Thrives in a high performing global team
Energetic forward thinker
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.
If you require accommodations or assistance to complete the online application process, please contact email@example.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Requisition ID: R-71647