We are seeking a talented Training Specialist to build, optimize and cascade our training materials, e-learning process as well as monitor and control and training quality and efficiency in order to improve overall customer support satisfaction.
As a dedicated Training Specialist, you will be working very closely with peering and XFN teams in terms of Pillar QA Team, Partnership Management Team, Business Insights Team, SOP Team, or even Product Team to build and refine comprehensive e-learning procedures, training quality and efficiency measurement with a global benchmarking standard.
Key Responsibilities:
- Training Delivery:
- Ensure consistency in service delivery by training employees to follow established procedures, policies and best practices to achieve high quality User/Creator experience
- Design, develop, and deliver various training materials, including online courses, workshops, e-learning modules, and instructional guides to meet the needs of the customer support team
- Conduct train-the-trainer, e.g. BPO trainers; as well as new hire training on queues/workflows, systems, and soft skills
- Develop comprehensive materials to provide refresher courses, upskilling, process updates, new SOP roll-out and continuously assess the effectiveness of training materials through participant feedback, assessments, and performance metrics. Use insights to identify areas for improvement and update content accordingly to meet the evolving needs of the team.
- Training Program / Project Management:
- Manage end-to-end training programs, and work with QA, TLs and relevant XFNs to develop and deploy E-learning solutions efficiently
- Partner with QA, TLs and relevant XFNs to address skill gaps, identify training needs for LOB business plans, and implement solutions to improve performance and achieve business metrics targets.
- Continuous Improvement:
- Continue to refine the E-Learning process. Identify trends in training effectiveness, including areas of improvement based on feedback and performance data. Continuously enhance training processes to increase efficiency, engagement, and knowledge retention.
- Lead continuous improvement initiatives. Identify process and workflow gaps, training tools, root causes, and drive enhancements through data, trends, and partner collaboration, building a plan and ensure execution in partnership with XFNs.
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