Learning & Development Specialist

Develop accurate and user-friendly content for our internal knowledge base.

Design, develop, and deliver learning solutions for new hire and tenured agents for product launches, system changes, policy updates, and ongoing skill development.

Collaborate closely with subject matter experts, leaders, quality, and peers to gather accurate information and validate content.

Develop training and job aids for new processes, system deployments, or product updates.

Build partnerships with cross-functional teams and develop strong working relationships with internal customers.

Translate complex technical information, legal jargon, or operational processes into clear, concise language.

Ensure all content adheres to established brand guidelines, tone of voice, and compliance requirements.

Implement feedback from agents, quality, and leadership to continuously improve content effectiveness and usability.

Develop measurable learning objectives and assessment strategies to evaluate the effectiveness of training programs.

Utilize a variety of training methods and techniques to provide a world-class training experience.

Assist with administrative duties related to learning and development initiatives, such as tracking training attendance, assessment scores, survey feedback, and preparing reports.

Stay informed about industry trends, technologies, and best practices in learning and development, and relevant to operational effectiveness.

Ability to write clear, concise, and grammatically correct content for diverse audiences.

Understanding of learning theories / ADDIE model.

Capable of translating complex information into engaging content.

Confident in collaborating with employees at all levels and receptive to stakeholder feedback for continuous improvement.

Ability to manage multiple projects simultaneously and meet deadlines.

A passion for learning and dedication to supporting others' professional growth.

Proficient in Google Workspace