Learning And Development Specialist

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1. 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.
2. 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.
3. 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.
4. 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.
5. Stakeholder Coordination and Communication-Engage in daily coordination withQA and HR teams for training planning, feedback loops, and continuous alignment with business goals.
6. 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.
7. 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.
8. 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.
9. Work-from-Office (WFO) Training Coordination-Manage all logistics and setup for on-site training sessions and maintain attendance and participation discipline.