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Customer Technical Support Trainer and Quality Analyst

Thomson Reuters Product / Process Training 10/31/2017 11:42:13 AM Eagan, MN United States of America
Job Description

Major Areas of Accountability:
The Customer Technical Support Trainer and Quality Analyst is responsible for:

·         efficiently developing and monitoring the initial and ongoing training curricula for Customer Technical Support professionals and maintaining overall program effectiveness

·         partnering with managers to conduct needs analysis to determine training needs and delivery methods

·         determining appropriate instructional procedures/methods and develop corresponding curricula and reference guides

·         developing effective communication vehicles to ensure training programs are fully understood and appropriately valued by the students and other stakeholders

·         assisting in monitoring the organization’s quality program to determine overall effectiveness and developing ongoing enhancements and improvements

·         evaluating customer contacts and providing detailed and meaningful feedback and coaching suggestions to organization managers

·         developing effective communication vehicles to ensure quality program is fully understood and appropriately valued by the representatives, managers and other stakeholders

·         leading quality sessions with reps and calibration sessions with managers

·         Performing other related duties and projects as assigned

Essential Job Functions/Requirements

·         create, design, and develop a wide variety of learning materials such as facilitator guides, online training, self-study guides, case studies, demonstrations, and simulations

·         migrate instructor-led training to online asynchronous learning where appropriate

·         complete all projects in an efficient manner, always evaluating the value of the project to the business to determine the appropriate time and resources to devote to the project

·         consult with internal stakeholders on ways to leverage training with respect to their business plans and goals

·         effectively incorporate adult learning principles into all components of curriculum, with a particular emphasis on accelerated learning design and development

·         apply business acumen to build and document the business case for investing in learning and development programs

·         partner with Quality Program Manager to develop and maintain the organization’s quality program

·         evaluate organization customer contacts pursuant to quality guideline and provide meaningful feedback for managers

·         work with Quality Program Manager and organization managers to identify quality improvement opportunities across the organization

·         lead quality and calibration sessions to ensure quality goals and objectives are being achieved across the organization

·         plan and implement projects by developing action plans, obtaining resources, and completing assignments in a timely manner to ensure learning goals are achieved

·         communicate effectively by expressing thoughts and ideas in a clear, concise and compelling manner

·         model personal development by actively identifying new areas for one’s own personal learning; regularly create and take advantage of learning opportunities; apply newly gained knowledge and skill on the job


-BA or BS required

-Strong technical knowledge including understanding workflow systems, Thomson Reuters’ products, Windows, Word, Excel, PowerPoint, Outlook etc.

-Instructional design certification or coursework is preferred
-2+ years progressive experience in training and development is preferred
-Strong business acumen and leadership experience
-Ability to produce large quantities of work within short timeframes when necessary
-Must be able to originate a creative and innovative approach to customer support training and quality needs
-Must have excellent communication/presentation skills along with demonstrated coaching/mentoring skills
-High level of energy and confidence with ability to motivate attendees
-Working knowledge of Thomson Reuters’ products is helpful
-Extensive experience with scope, design, development, execution and assessment of learning content in business environments, preferably in customer support areas

-Demonstrated project management skills

Knowledge and Skills
-Excellent written communication skills. Proven business writing skills and use of vocabulary, grammar and letter structure
-Strong listening skills, seeks clarification and complete understanding of an issue prior to action
-Builds on-going business relationships within and outside of the customer support areas
-Utilizes discretionary decision making to effectively achieve outcomes beneficial to all departments and to all parties trained
-Identifies and finds solutions to potential training problems which may be systemic to the organization
-Open, honest, professional, displaying confidence and courage in difficult and diverse situations
-Detail oriented, self-motivated and able to work independently


At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Eagan-Minnesota-United States of America
Req #: JREQ093078
Locations: Eagan-Minnesota-United States of America
Job Function: Product / Process Training
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