Learning Specialist, Communication

2 weeks ago

Noida, Uttar Pradesh, India ADCI - Uttar Pradesh Full time
ABCS (Amazon Business Customer Services) Learning Experience team is seeking a Learning Specialist, Communications (LS) in Delhi NCR with strong leadership skills, expert training facilitation, excellent communication, and innovative mindset.

The top priority of this role is to deliver a top-notch training experience that fosters long-term organizational success.

  • The ideal LS creates an optimal adult learning environment both in person and virtually.
  • Responsible for training, coaching, development, and performance management of learners.
  • Delivers diverse training programs utilizing various modalities such as self-directed, instructor-led, virtual, and experiential learning.
  • Proficient in using data to identify training and coaching needs.
  • Skilled communicator who engages Associates effectively in learning sessions.
  • Leads initiatives to enhance the training experience continuously.
  • Builds a supportive work environment where associates feel empowered and satisfied with their roles.
  • Articulates the Amazon mission and understands Amazon Contact Tenets and Leadership Principles.
Key Responsibilities:
  • Facilitate new hire training on communication and soft skills following Global English Standards.
  • Deliver non-voice training on chat and email skills for English-speaking customers.
  • Develop and maintain communication training content according to Global Standards.
  • Identify communication gaps through Training Needs Identification (TNI) and provide necessary training interventions.
  • Establish a monitoring mechanism to assess the effectiveness of communication trainings.
  • Audit contacts to set a language proficiency benchmark.
  • Collaborate with team leads to coach associates on communication and soft skills.
  • Maintain accuracy of training records within the Learning Management System (LMS).


BASIC QUALIFICATIONS

  • Experience in developing communication and soft skills training content.
  • Facilitation of communication trainings for new hires and existing staff.
  • Training and coaching experience for English speakers on sentence construction, pronunciation, accent neutralization, rapport building, etc.
  • Proficiency in English and another language.
  • Flexible to work in a global team across various time zones.
  • Knowledge of adult learning, content design, and facilitation.


PREFERRED QUALIFICATIONS

  • 2+ years of training delivery experience.
  • Strong organizational/time management skills.
  • Proven track record of process improvement.
  • Voice and Accent Trainer Certification.

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