The Company has developed the Portable People Meter ™ (PPM™) and the PPM 360™, new technologies for media and marketing research.

Arbitron’s headquarters and its world-renowned research and engineering organizations are located in Columbia, Maryland.

We are looking for a Training & Documentation Specialist, to join our Service Control team in Columbia, MD. This position includes day and night shifts, as required.

The Training & Documentation Specialist, serving the Columbia, MD and Dallas, TX call centers, will be responsible for training delivery and documentation creation as well as ensuring consistency in execution of methodology among multiple calling sites. The position is based in Columbia, Maryland, requires occassional travel to Dallas, Texas and other locations as needed, and calls for non-standard work hours.

Primary Duties:

• Develop and present multi-media training and assessment programs to Outbound and Inbound Research Associates, Panel Services & Field Operations Representatives, Supervisors, and other staff as identified.
• Deliver classroom-style training to small and large groups
• Coach and mentor individual Research Associates and Panel Services agents
• Create and contribute to training documentation including manuals and job aids
• Review and identify opportunities for improvement based upon:
  o Production reports
  o Quality Monitoring reports
  o Monitored calls
  
• Provide documentation for Arbitron Journal of Changes related to Diary & PPM processes
• Consult and collaborate with a variety of staff to identify, measure, report and resolve technical, methodological, procedural, training and performance-related issues
• Maintain expert knowledge of methodology and procedures / Serving as an expert resource
• Contribute to production of monthly Newsletters designed to coach and inform Associates
• Maintain, update and track monthly/quarterly certification programs for a variety of staff
• Developing and conducting a variety of needs and skills assessments; completing detailed analyses of results and recommending solutions as appropriate
• Other duties as assigned

Primary Duties:

• Bachelor’s Degree; Master's Degree preferred (degree in Journalism, Communications, Adult Education, or related field a plus)
• Three (3) to five (5) years of progressively responsible experience developing and presenting multi-media training programs to varied audiences
• Experience in market research, telemarketing, and/or an automated phone center strongly preferred
• Experience writing and creating publications, and graphics
• Experience in market research, telemarketing and/or automated call center
• Advanced proficiency in MS Office (Word, Excel, Power Point, Publisher)
• Experience in web-based training design and implementation preferred
• Proven excellence in written and oral presentation skills
• Ability to work independently and part of team
• Ability to multi-task and prioritize in fast paced environment
• Spanish / English bilingual preferred
• Travel 35 – 40%
• Position is qualified for shift differential within Time and Attendance guidelines.

We believe a company is only as good as its people. Our mission is to create a diverse workplace where each individual is valued and respected.

We offer a comprehensive employment package, including competitive compensation, excellent health care plans, 401K matching, tuition assistance, stock purchase, skill development, flexible work environment and more.

Immigration Sponsorship will not be available for this position.

Send your resume to: opsjobs@arbitron.com or Fax: 410-312-8607 Arbitron Inc., Attn: OE Recruiter, 9705 Patuxent Woods Drive, Columbia, MD. 21046