Analyst, Training (Customer Experience)

About Learning & Development (L&D) Team The L&D team is responsible for building a future-ready, skilled, and agile workforce that can deliver exceptional customer experiences. The team covers three primary functions; - To facilitate onboarding and upskills training for wider customer experience teams - To develop learning programs including its journey, materials, digital modules, and blended-learning experiences - To ensure process knowledge, SOPs, and tools are accurately, accessible, and effectively transferred and embedded into daily operations via knowledge formats What You'll Do - Conduct new hire, refresher, and upskill training classes according to business needs. - Ensure that class objectives and learning curve performance metrics are achieved. - Analyze current trends to determine training needs, then participate in efforts to create and deliver training by implementing solutions. - Engage various internal and external stakeholders to support cross-functional projects to optimize service delivery and operational processes. - Coach and reinforce front-line agents and supervisors in applying skills learned in training. - Maintain up-to-date training records to ensure all CEG employees' development goals are met and follow organizational training and policy initiatives. - Regularly assess the effectiveness of training programs and provide feedback for improvement. - Maintain accurate and relevant training materials and documentation. - Adapt training materials to align with changing business needs and processes. - Foster a customer first mindset among trainees, emphasizing the importance of customer satisfaction. - Collaborate with various teams and departments to ensure training materials are aligned with broader organizational goals. - Perform other duties as may arise from time to time and as may be assigned to the employee What You'll Need - Bachelor's degree or above. - Minimum 2 years of working experience in service training. - Adequate language command: English & Mandarin. - Advanced presentation, interpersonal, time management, communication, and organizational skills. - Willingness to take initiative and follow through on projects/tasks - Flexible working hours to support training and operational needs - Ability to understand and execute complex written and verbal instructions. - Ability to work independently and in a team environment. - Possess an advanced knowledge of computer-based applications such as Microsoft Office or Google Suite. - A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that's not afraid to work independently when required. - Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones.