Are you passionate about developing talent and optimizing business outcomes through innovative training strategies? As a Training & Development Analyst on our Talent Enablement Team, you will play a key role in ensuring our learners are equipped with the skills, tools, and support needed to deliver outstanding client experiences. You will collaborate across teams, maintain compliance, and foster a culture of continuous learning and improvement. This is a demanding, high-impact role that requires grit, adaptability, and the ability to excel in a fast-paced environment. Successful candidates will be resilient, resourceful, and committed to delivering results under pressure while taking ownership of both content creation and delivery.

 

Job Summary

As a Training & Development Analyst on our Talent Enablement Team, you will empower learners and promote business results by delivering engaging training, maintaining up-to-date materials, and supporting seamless integration of new processes and tools. Ideally, you should possess knowledge of at least two of the following: MS Solution Center L1 for Canada, MS Solution Center L1 for U.S., or WePay SMB, to effectively support COS Merchant Services Solution Center operations across North America.

 

Job Responsibilities

Deliver engaging training sessions and manage, update, and archive training materials and resources.Facilitate access to tools and resources for learners, troubleshoot issues, and communicate proactively with stakeholders.Take at least 4 hours of calls per month to maintain business knowledge and provide coaching.Continuously learn and understand the business, products, and processes for relevant training.Identify and implement process improvements, support new rollouts, and help standardize training content.Teach soft skills and conversation de-escalation techniques to improve client interactions.Educate learners on merchant account features, processes, and best practices.Participate in quality assurance activities and provide constructive feedback to learners.Stay current with procedures, communications, training content, and industry developments.Maintain flexibility and adaptability in training approaches to meet changing business needs.Manage multiple priorities and deadlines in a fast-paced, high-volume environment, demonstrating resilience and a positive attitude.

 

Required Qualifications, Capabilities, and Skills

Experience in training delivery, documentation management, and process improvement.Strong communication and collaboration skills.Proficiency in Microsoft Excel (including formulas and pivot tables), PowerPoint, and SharePoint.Demonstrated ability to create and deliver engaging training content with measurable results.Proven ability to take ownership of tasks, work independently, and deliver results in a fast-paced environment.Proactive in identifying and resolving issues, and adaptable to changing priorities.Commitment to continuous learning, improvement, and openness to feedback.Ability to troubleshoot tool access and escalate issues promptly.Familiarity with regulatory compliance and business control standards.

 

Preferred Qualifications, Capabilities, and Skills

Experience supporting payment integrations and new product launches.Proven ability to mentor and develop team members.Track record of implementing innovative training strategies.Ability to foster cross-functional collaboration and knowledge sharing.