Learning and Development Advisor
Role Description
Role purpose and scope
To design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data-driven insights. This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing.
Training Development & Delivery
* Design and develop Customer Care training programs and materials
* Develop system training modules for new tools and platforms
* Conduct training sessions for new and existing staff
* Create interactive workshops, role-playing scenarios, and simulations
* Deliver both in-person and virtual training sessions
* Integrate microlearning and video-based content for quick skill reinforcement
Curriculum & Content Management
* Develop training manuals, guides, and e-learning modules
* Update training content based on company policies and industry best practices
* Create assessment tools and quizzes to evaluate learning outcomes
* Maintain training documentation and resources
* Collaborate with IT and Operations to ensure training content reflects system updates and process changes
* Implement Learning Management System (LMS) for tracking and reporting
Skills Development
* Train staff on communication skills, active listening, and empathy
* Teach conflict resolution and de-escalation techniques
* Provide product knowledge training
* Coach employees on using Customer Care software and tools
* Coach on omni-channel communication strategies (voice, email, chat, social)
* Embed digital literacy and system navigation skills
Performance Monitoring
* Assess trainee progress and provide feedback
* Monitor customer service metrics and identify training needs
* Conduct follow-up sessions and refresher training
* Evaluate training effectiveness and make improvements
* Use analytics from LMS and performance dashboards to identify skill gaps
* Report ROI of training initiatives to leadership
Quality Assurance
* Ensure training aligns with company standards and values
* Monitor call quality and provide coaching recommendations
* Support staff with ongoing development strategies
* Maintain compliance with industry regulations (GDPR, PCI DSS)
Outsource Partner Support
* Train Outsourced Customer Care Teams on company standards, processes, and brand values
* Ensure Outsource Partners maintain the same service quality as in-house
* Conduct periodic assessments of Outsourced operations and training effectiveness
* Share product updates, policy changes, and new procedures with partner teams
* Travel to Outsource partner locations to conduct face-to-face training
* Develop scalable training frameworks for global partners
* Create cultural sensitivity modules for cross-border teams
Additional Skills Needed
* Ability to work effectively across different cultures and time zones
* Adapt to different working styles and business practices
* Create standardized processes that work across multiple locations
* Strong knowledge of instructional design principles and adult learning theory
* Experience with e-learning authoring tools (Articulate, Captivate) and LMS platforms
* Ability to analyse training impact using data and KPIs
* Project management skills for coordinating multi-location rollouts
* Provide support to Customer Care on calls and emails during busy periods or upon request
* Any other ad hoc tasks requested by Management
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