JOB OVERVIEW
As a Learning and Development Specialist, you will play a critical role in enhancing the capabilities of our customer experience team across the Adly portfolio. Your focus will be on training of new hires, agent quality assurance, as well as the development and refinement of processes and Standard Operating Procedures (SOPs). You will work closely with various teams to identify training needs, develop training programs, and ensure that our customer experience agents are equipped with the skills and knowledge needed to excel in their roles.
KEY RESPONSIBILITIES:
Quality Assurance:
Conduct regular evaluations of Operations and Customer Experience agents to ensure adherence to quality standards.
Provide constructive feedback and coaching to improve agent performance.
Identify trends in agent performance and recommend training solutions.
Training and Development:
Develop and implement comprehensive training programs for new hires and existing staff.
Create and maintain a library of training resources and materials.
Facilitate training sessions and workshops.
Process and SOP Development:
Collaborate with team leads to develop and refine SOPs.
Ensure that all processes are documented and easily accessible to relevant team members.
Regularly review and update SOPs to reflect best practices and changes in the industry.
Performance Management:
Assist in setting clear performance standards and expectations.
Monitor and report on the effectiveness of training programs and initiatives.
Collaborate with management to address performance issues and implement corrective actions.
Continuous Improvement:
Stay informed of the latest trends in training and development, particularly within the tech and social media industries.
Continuously seek opportunities to improve training and development programs.
Foster a culture of learning and continuous improvement within the organization.
QUALIFICATIONS:
Proven experience in a Learning and Development role, preferably in a technology or social media-focused company.
Strong knowledge of training methodologies, instructional design, and program evaluation.
Excellent communication, presentation, and interpersonal skills.
Ability to work in a fast-paced and dynamic environment.
Experience in quality assurance and process improvement.
Proficient in MS Office, e-learning platforms, and training software.
PERKS:
We expect you to work Los Angeles hours, however, we are very flexible with scheduling; if you’re communicative and give us reasonable notice, we have no problem with you taking that trip with your family in two weeks or taking this Friday off because you’re not feeling well.
We currently have a full-time team in the Philippines that you will be working closely alongside.
ABOUT US:
Adly is a dynamic private equity firm specializing in internet tools and growth strategies for social media platforms like Instagram, TikTok, Twitter, etc. We are committed to fostering a culture of continuous learning and improvement, and we’re looking for a Learning and Development Specialist to join our team.
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HOW TO APPLY
Fill out the following form: /ndtCpBwDJzEXjV398
When asked “What would be easy and what would be challenging” please make sure to start your answer with the phrase: “I’m here to help!”
APPLY FOR THIS JOB:
Company: Shipwreck Studio PTY LTD
Name: Kiyan Sheikh
Email: