The Role
The Training & Onboarding Specialist will conduct training sessions for new hires, ensuring competency in various client tools and policies, while providing ongoing performance evaluation and feedback to enhance training effectiveness.
Summary Generated by Built In
Wing helps small businesses, startups, executives, and enterprises streamline their operations by providing access to top-tier remote talent.
You’ll run classes and training sessions; assess competency; and loop feedback between Instructional Design and QA/OPS to keep content sharp.
Responsibilities:
- New-hire onboarding for Virtual Assistants: Run daily Google Meet classes covering Wing policies, professionalism, data privacy, security, time-tracking, and client etiquette.
- Tool bootcamps: live demos and walkthroughs for common client tools: Calendly, Calendar, Google Workspace, Slack, Zoom, ClickUp/Asana, CRM basics, Notion/Airtable; assign hands-on tasks etc.
- Client-readiness drills: email/chat tone practice, communication style, meeting notes, task intake, follow-ups, and escalation paths; use Wing examples and templates.
- SOP to action: translate client SOPs into step-by-step checklists; run simulated tickets/requests and score with a rubric.
- Quality calibration with QA: score sample work, align standards (accuracy, turnaround time, formatting), and brief VAs on common defects.
- Professionalism & reliability: coach punctuality, shift handover, calendar hygiene, status updates, and expectation setting with clients.
- Systems compliance: verify VA setup (internet speed, power backup plan, headset/cam, workspace), security (2FA, password manager), and confidentiality acknowledgments.
- LMS progression: enroll cohorts, gate modules, check completion, and remediate gaps before client endorsement.
- Readiness sign-off: run quick quizzes and practicals; record scores; issue pass/hold with clear action items and deadlines.
- Account-specific enablement: coordinate with OPS/Future SMEs to deliver short modules on client tools, workflows, and KPIs before deployment.
- Performance follow-through: host week-1 and week-2 check-ins post-deployment; review QA feedback and schedule refreshers as needed.
- Reporting: send weekly cohort report (attendance, pass rates, readiness risks, remediation plan) and track time-to-productivity metrics.
- Feedback loop to instructional design: log confusing content, missing steps, or outdated screenshots; propose fixes and retest after updates.
Requirements:
- 2-4+ years in live training/facilitation, L&D, BPO coaching, or training enablement
- Experience with assessing trainees, bridging gaps between instructional design and operational issues like Churn/escalation types
- Clear, confident communicator; English neutral accent and strong pacing
- Skilled at group management, cold-calling participants, and keeping sessions engaging
- Comfortable with LMS (Thinkific or similar), Google Workspace, Zoom/Meet tools
- Can assess performance with rubrics, give actionable feedback, and document results
- Organized and reliable across time zones; thrives in fast iterations
Top Skills
Airtable
Asana
Clickup
CRM
Google Meet
Google Workspace
Lms
Notion
Slack
Zoom
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The Company
What We Do
Wing provides SMBs, startups, and executives with top-tier remote talent to take over recurring work such as Social Media Management, Executive Assistance, Data Entry, Sales Calling, etc. Wing is your super affordable team member to whom you can delegate excess work while you do the important things to grow your business.
