Learning & Development Specialist

As a Learning and Development Specialist at BEL USA, you will be responsible for designing and delivering educational programs for the sales, customer care and hybrid/support teams of BEL USA. Your primary responsibilities will include facilitating comprehensive new hire training, continuous learning, and uptraining, designing and updating training materials, and evaluating calls and transactions. This also includes conducting skills gap analyses, preparing learning materials, and evaluating results post-training. The ideal candidate will work closely with team members to identify challenges and recommend strategies to enhance productivity and quality.

Essential Functions: (The reason this job exists is to perform these functions. These functions are performed regularly, seriously impacts other jobs, and there are a limited number of employees whose performance of the function can be distributed.)

Training Facilitation

• Facilitate comprehensive onboarding programs to ensure new hires are effectively integrated into the company.
• Deliver virtual and onsite training sessions covering essential skills, product training, company policies, and cultural orientation.
• Assess onboarding program effectiveness through feedback and performance metrics; adjust improve outcomes.
• Conduct training sessions to enhance technical, soft, and operational skills of existing employees.
• Design and implement continuous learning opportunities tailored to evolving skill requirements.
• Monitor progress and provide individualized support to ensure skill application.
  
  

Training Needs Analysis

• Collaborate with team leaders and managers to identify specific training needs.
• Conduct comprehensive needs assessments using surveys, feedback, and performance data.
• Analyze needs to prioritize initiatives aligned with organizational goals.
• Report on the impact of training programs, including sales achieved and areas of improvement.
  
  

Design And Development Of Training Programs

• Create targeted training programs based on identified needs.
• Design curriculum and instructional materials, applying adult learning principles.
• Update and refine content to keep it relevant and engaging.
• Update and maintain the training knowledgebase with the latest materials and curricula.
  
  

Evaluation And Improvement

• Continuously evaluate training program effectiveness using feedback, metrics, and post-training assessments.
• Use data-driven insights to revise instructional materials and methods.
• Stay current with industry trends and integrate innovative techniques into programs.
  
  

Collaboration And Coordination

• Work with stakeholders to define and prioritize training objectives.
• Manage scheduling and logistics for training sessions.
• Report completions of ongoing training initiatives.
  
  

Quality Assurance

• Conduct process audits, deploy processes, and analyze quality performance.
• Conduct root cause analyses and create action plans to improve service delivery.
• Monitor transactions and calls for compliance, providing feedback to agents.
• Report and track implementation of corrective actions to ensure process stability.
  
  

Essential Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

Experience

• Minimum of 2 years of experience as a trainer and quality assurance specialist.
• Background in Customer Service and Sales is required.
• Experience in a promotional products company is a plus.
  
  

Skills And Competencies

• Proficiency in conducting training needs analysis and designing training programs.
• Strong facilitation and presentation skills
• Expertise in root cause analysis and call calibration sessions.
• Ability to create and update training materials and curricula.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Familiarity with Learning Management Systems (LMS).
• Ability to work collaboratively with various stakeholders and manage multiple priorities.
  
  

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