Customer Experience Developer
1 day ago
As a key member of our team, you will play a crucial role in shaping the customer experience through effective training and development. Our organization is dedicated to delivering fast-paced and scalable solutions that meet the evolving needs of our customers.
Responsibilities:- Develop comprehensive training materials, including workbooks and assessments, to equip new hires with the necessary skills and knowledge.
- Conduct regular training needs analysis to identify areas for improvement and design targeted modules to bridge knowledge gaps.
- Deliver high-quality training sessions, ensuring that all new hires are prepared for their roles and possess the necessary skills to succeed.
- Identify critical issues in our processes and take ownership of implementing solutions to address them.
- Develop individualized improvement plans and provide targeted training to non-performing employees.
- Audit customer interactions to identify patterns of agent mistakes and develop concise training materials to address key issues.
- Ensure seamless knowledge transfer of new processes, guaranteeing that every employee understands the updated procedures or changes.
- Roll out process changes and related communications effectively.
- Oversee the Knowledge Base, reviewing and developing it to ensure relevance and accuracy.
- Proven experience in classroom, online, and blended training delivery (4-5 years) with at least 2 years as a master trainer.
- Practical implementation experience with ADDIE and Kirkpatrick evaluation Models.
- Proficient in using Microsoft Office tools, especially PowerPoint and Word.
- Well-versed in giving structured performance feedback, both written and verbal.
- Experience working on cross-functional projects to improve customer experience.
- Strong problem-solving, communication, and teamwork skills.
- Fluent in English (written and spoken).
- Ability to thrive in a fast-paced environment.
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