Learning and Development Advisor

Learning and Development Advisor

Role Description

Role purpose and scope

To design and deliver innovative learning solutions across an omni-channel Customer Care environment, including system-based modules, interactive workshops, and digital learning tools. The role ensures compliance with regulatory standards (GDPR, PCI DSS) and supports continuous improvement through data-driven insights. This includes collaborating with stakeholders to align training with business objectives and fostering a culture of continuous learning and best practice sharing.

Training Development & Delivery

• Design and develop Customer Care training programs and materials
• Develop system training modules for new tools and platforms
• Conduct training sessions for new and existing staff
• Create interactive workshops, role-playing scenarios, and simulations
• Deliver both in-person and virtual training sessions
• Integrate microlearning and video-based content for quick skill reinforcement

Curriculum & Content Management

• Develop training manuals, guides, and e-learning modules
• Update training content based on company policies and industry best practices
• Create assessment tools and quizzes to evaluate learning outcomes
• Maintain training documentation and resources
• Collaborate with IT and Operations to ensure training content reflects system updates and process changes
• Implement Learning Management System (LMS) for tracking and reporting

Skills Development

• Train staff on communication skills, active listening, and empathy
• Teach conflict resolution and de-escalation techniques
• Provide product knowledge training
• Coach employees on using Customer Care software and tools
• Coach on omni-channel communication strategies (voice, email, chat, social)
• Embed digital literacy and system navigation skills

Performance Monitoring

• Assess trainee progress and provide feedback
• Monitor customer service metrics and identify training needs
• Conduct follow-up sessions and refresher training
• Evaluate training effectiveness and make improvements
• Use analytics from LMS and performance dashboards to identify skill gaps
• Report ROI of training initiatives to leadership

Quality Assurance

• Ensure training aligns with company standards and values
• Monitor call quality and provide coaching recommendations
• Support staff with ongoing development strategies
• Maintain compliance with industry regulations (GDPR, PCI DSS)

Outsource Partner Support

• Train Outsourced Customer Care Teams on company standards, processes, and brand values
• Ensure Outsource Partners maintain the same service quality as in-house
• Conduct periodic assessments of Outsourced operations and training effectiveness
• Share product updates, policy changes, and new procedures with partner teams
• Travel to Outsource partner locations to conduct face-to-face training
• Develop scalable training frameworks for global partners
• Create cultural sensitivity modules for cross-border teams

Additional Skills Needed

• Ability to work effectively across different cultures and time zones
• Adapt to different working styles and business practices
• Create standardized processes that work across multiple locations
• Strong knowledge of instructional design principles and adult learning theory
• Experience with e-learning authoring tools (Articulate, Captivate) and LMS platforms
• Ability to analyse training impact using data and KPIs
• Project management skills for coordinating multi-location rollouts
• Provide support to Customer Care on calls and emails during busy periods or upon request
• Any other ad hoc tasks requested by Management