Analyst, Training

Key Responsibilities and Duties:

• Facilitation of training sessions both virtual and classroom-training (e.g., new hire onboarding, upskill training, and soft skills training).
• Conduct role-playing exercises and assessments to ensure learning objectives are met.

• Help develop and update training materials, presentations, and resources.
• Customize training materials based on team requirements or feedback.
• Assist in designing assessments to measure learning progress and performance.

• Provide coaching and feedback to participants post-training to reinforce learning and help them apply new skills.
• Monitor and assess the effectiveness of training programs through feedback and performance metrics.
• Assist with the creation of a learner-centric environment by gathering feedback and making continuous improvements.

• Schedule and coordinate training sessions, ensuring resources and materials are available.
• Maintain accurate records of training attendance, progress, and performance evaluations.
• Assist in maintaining a positive learning environment and ensure participants are engaged and motivated.

• Work closely with other L&D team members to support organizational goals and objectives.
• Provide regular updates and reports on training activities and progress.
• Collaborate with other teams to identify training needs and areas for improvement.

• Stay up-to-date on the latest trends and best practices in training, learning technologies, and employee development.

Job Requirements:

• Bachelor’s degree in Education, Business Administration, Communication, or related field (or equivalent practical experience).
• Minimum of 1-2 years of experience in a training, coaching, or instructional role, preferably within a contact center or customer service environment.
• Experience with adult learning principles and training delivery methods (e.g., classroom, e-learning, blended learning) is a plus.

• Strong verbal and written communication skills in English, with the ability to present information clearly and engagingly. (Mandarin is a plus)
• Familiarity with instructional design, training tools, and Learning Management Systems (LMS) is an advantage.
• Ability to manage and organize training schedules and materials efficiently.
• Patience, empathy, and excellent interpersonal skills to effectively engage with a diverse workforce.
• Strong organizational skills and attention to detail.
• Problem-solving abilities and a proactive approach to learning and development challenges.
• Comfort with technology and virtual training platforms (e.g., Google Meet).

• Passion for learning and development.
• A team player with the ability to collaborate effectively with other departments.
• Flexible and adaptable in a fast-paced, dynamic work environment.