L&D Training Specialist

Overview

Project Coordinator | Recruitment | Management | Content Creator | Video Editing | HR | PA

Responsibilities

• Organize and conduct classroom-style trainings covering product features, customer service techniques, compliance and red-line topics.
• Research, develop and expand effective digital training materials (e.g. videos, manuals, handbooks) for various product lines and training needs.
• Assist in updating and creating Knowledge Base (KB) content to ensure agents have accurate operational guidance.
• Ensure trainees effectively learn and apply knowledge; develop and review training materials, enrich content and collect feedback to continuously improve training courses.
• Incorporate hands-on case practice into training sessions to ensure knowledge is applied to real work scenarios.
• Trainer periodically engage in live case handling to maintain operational proficiency and integrate practice into training content.
• Document training records, follow post-training feedback, analyze and summarize training activities to enhance quality.
• Identify trainees’ skill and / or knowledge gaps and address them with suitable methods (e.g. simulations, mentoring, on-the-job training, professional development classes).
• Manage and facilitate training curriculum by providing trainees with necessary information and assessment reminders.
• Evaluate attendees’ performance via company assessments (quizzes, roleplay, case assessments).
• Collaborate with the mentorship team.

Qualifications

Employment details

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