Learning And Development Executive

Role & responsibilities:

• Conduct training needs analysis by collaborating with team leaders, managers, and quality analysts to identify skill gaps and training requirements.
• Design and develop comprehensive training modules including induction, soft skills, product knowledge, and process training for new hires and existing employees.
• Organize and facilitate classroom sessions, virtual training, and on-the-job coaching for agents and supervisors.
• Coordinate with multiple stakeholders to schedule and execute training plans without disrupting ongoing operations.
• Maintain training calendars, attendance records, and post-training feedback to assess effectiveness.
• Monitor training outcomes by analyzing performance data, quality reports, and customer feedback.
• Continuously update training content to align with process changes, technology upgrades, and client requirements.
• Support leadership development and employee engagement initiatives through targeted learning interventions.
• Handle administrative duties related to learning programs including budgeting, vendor management, and training material procurement.

Preferred candidate profile:

• Bachelors degree in human resources, Business Administration, Communications, or related fields.
• 1-3 years of Learning & Development experience in the BPO or BPM industry.
• Strong knowledge of BPO processes, customer service standards, and quality benchmarks.
• Excellent communication, presentation, and facilitation skills.
• Proficient in MS Office and LMS tools; experience with E-learning platforms is a plus.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Analytical mindset to measure training impact and suggest improvements.
• Team players with good interpersonal skills and a customer-centric approach.