How exactly you can influence the developmentof the Company:

● identifying and developing learning solutions for the Customer Experience direction: determining the format (training, workshop, instruction, etc.), developing programs, materials, case studies, role plays, tests, and adapting content to the audience’s level and needs● identifying learning needs and requests: analyzing requests, independently identifying gaps through QA data and observations, and formulating learning hypotheses● coordinating schedules with the operations unit, preparing materials and training spaces, and communicating with participants● independently conducting group training sessions, onboarding, workshops, and individual sessions; facilitating and moderating group work● collecting feedback from participants, assessing knowledge retention through tests and observations, tracking KPI dynamics after training (QA, CSAT, AHT), and preparing reports● providing individual feedback to agents, supporting the practical application of knowledge, developing growth plans for agents, supporting skill reinforcement

Challenges for three months:

● becoming familiar with the current goals and processes of the department teams● conducting an audit of newcomer onboarding training: analyzing formats and content relevance, identifying key gaps, and preparing and agreeing with the manager on an improvement initiative plan which, during the next onboarding cycle, will lead to the following result: an average KPI achievement rate of no lower than 60% for new teammates during their first month of work● independently conducting the full training cycle for teammates:
— identifying a need or receiving a request from the business
— preparing a learning solution (program, materials, tests)
— conducting at least 2 learning activities
— achieving an average participant rating of no lower than 4 out of 5

To achieve the results, you will need:

● at least 2 years of experience as a Training Specialist● a deep understanding of adult learning principles, instructional design, and systematic learning effectiveness evaluation models (ADDIE, Kirkpatrick, or similar)● experience in identifying and analyzing learning needs (TNA / gap analysis)● experience in developing training programs from scratch: defining objectives, selecting formats, structuring content, writing scenarios, scripts, case studies, and role plays● selecting and adapting learning solutions to the audience, tasks, and constraints (time, format, participant level)● independently conducting training sessions, workshops, and onboarding in both group and individual formats● facilitation and group moderation skills● organizing and administering learning activities (scheduling, communication, materials, training space)● experience in providing developmental feedback to participants after training and supporting the practical application of knowledge● English proficiency at B2+ level

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation.