Learning And Development Specialist

Job Description

Training Needs Analysis (TNA) & Design and Development of Training Content- Conduct in-person assessments and collaborate with teams to identify skill gaps; design customized training content that meets CS and healthcare process requirements. Plan training sessions based on market research, competitor analysis, visual & audio aids. Delivery of Customer Service and Compliance Training- Facilitate in-person training sessions for CS & other teams, ensuring engagement and effectiveness in topics such as communication, empathy, system use, and regulatory compliance. New Hire Onboarding and Induction Programs- Manage physical onboarding sessions for new hires, providing a structured introduction to company culture, healthcare processes, and tools used in the workplace. Evaluation of Training Effectiveness, Documentation and Reporting- Conduct assessments, monitor learner performance in the workplace, and maintain detailed documentation and reporting for audits and process reviews. Stakeholder Coordination and Communication- Engage in daily coordination with QA and HR teams for training planning, feedback loops, and continuous alignment with business goals. Continuous Improvement in Training Processes- Collect real-time feedback during training and floor interactions, analyze performance trends, and revise training modules to address recurring issues. Mock Drills and Scenario-Based Training Exercises- Conduct live simulations, role-plays, and process-specific drills on-site to prepare CS staff for real-time scenarios and client interactions. Onsite Monitoring and Floor Support Post-Training -Provide direct floor support, observe associate performance post-training, and offer immediate coaching and reinforcement for applied learning. Work-from-Office (WFO) Training Coordination- Manage all logistics and setup for on-site training sessions and maintain attendance and participation discipline.