Learning And Development Specialist

1. Role Overview: The L&D Specialist supports the design, delivery, and continuous improvement of learning programs that build employees’ knowledge, skills, and workplace performance. The role requires a hands-on trainer who can facilitate engaging sessions, analyze learning needs and feedback, coach employees, and translate business requirements and SOPs into practical learning solutions. 2. Key Responsibilities: • Design, develop, update, and maintain training materials, presentations, facilitator guides, activities, assessments, and other learning resources. • Deliver engaging instructor-led, virtual, and on-the-job training for employees, team leaders, supervisors, and other relevant audiences. • Facilitate training on customer service, communication, interpersonal skills, soft skills, business etiquette, compliance, and other business-related topics based on operational needs. • Conduct Training Needs Analysis (TNA) using stakeholder input, performance results, quality findings, employee feedback, and observed skill gaps. • Translate identified needs into clear learning objectives, session plans, activities, and practical development actions. • Use interactive techniques such as group activities, role plays, case studies, discussions, and knowledge checks to support engagement and application. • Evaluate training effectiveness through participant feedback, assessments, knowledge checks, observation, and available performance data; recommend improvements. • Provide coaching, feedback, and follow-up support to learners and, where appropriate, trainers or team leaders to reinforce learning on the job. • Support individual and team development plans based on identified gaps and business priorities. • Keep training content accurate, current, and aligned with company policies, procedures, SOPs, compliance requirements, and operational expectations. • Maintain accurate training records, attendance, assessments, feedback, reports, and learning documentation within agreed timelines. • Review learning materials and program results regularly and recommend improvements based on feedback, business changes, and performance outcomes. • Coordinate with Operations, Quality, HR, and other stakeholders to confirm requirements, schedule sessions, and support implementation. • Manage multiple training assignments and deliverables, prioritize workload, and communicate risks or delays proactively. 3. Essential Requirements: • Previous hands-on experience in Learning & Development, corporate training, training delivery, facilitation, or a closely related role. • Demonstrated ability to prepare and deliver structured training sessions—not only coordinate training logistics. • Strong presentation, communication, facilitation, and classroom management skills. • Ability to explain concepts clearly and connect them to practical workplace situations. • Experience creating or adapting training materials and learning activities. • Understanding of TNA, learning objectives, and basic training evaluation methods. • Strong spoken and written English, sufficient to prepare materials and deliver training in English when required. • Good analytical and problem-solving skills, including the ability to interpret feedback and identify learning gaps. • Strong organization, time management, attention to detail, and follow-through. • Ability to work with different employee levels and adapt delivery to different learning needs. • Proactive, collaborative, and accountable approach, with the ability to manage competing priorities. 4. Preferred Qualifications / Added Advantages: • Experience in customer service, contact center, BPO, operations, or another fast-paced service environment. • Experience delivering soft skills, leadership, communication, customer experience, or compliance training. • Training of Trainers (TOT), trainer certification, or a relevant L&D qualification. • Experience with coaching, feedback, role plays, case studies, and practical skills assessments. • Experience using an LMS, digital learning tools, or virtual training platforms. • Ability to use PowerPoint and common office tools to create clear, professional learning materials Show more Show less