Learning And Development Executive

2 weeks ago

Ahmedabad, India Hitech Digital Solutions Full time

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.

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