Learning & Development Specialist (Customer Experience Team)

As a Learning & Development Specialist at Amartha, your primary responsibilities will include conducting Training Needs Analysis to identify skill gaps, designing and facilitating training programs that cover essential product knowledge and soft skills, and developing training materials to keep employees informed. You'll also be organizing monthly quizzes for evaluative purposes and creating help center articles to promote knowledge sharing across teams, ensuring a collaborative learning environment.

To qualify for the Learning & Development Specialist role at Amartha, candidates should hold a Bachelor's degree in Human Resources, Business Administration, Communications, or a related field. Additionally, having at least one year of experience in Learning & Development, especially in a customer service or CX environment, is favorable. A strong understanding of training management processes, customer experience concepts, and excellent communication skills are essential for success in this role.

A Learning & Development Specialist at Amartha plays a crucial role in enhancing customer experience by equipping employees with the essential skills needed for outstanding customer service. By designing targeted training programs and providing continuous learning opportunities based on employee performance assessments, you foster a customer-centric approach among staff, ultimately leading to improved customer satisfaction and retention.

In the role of Learning & Development Specialist at Amartha, you'll be working with various tools to facilitate your training and development initiatives. Familiarity with Learning Management Systems (LMS) and e-learning platforms is key, along with proficiency in the Microsoft Office Suite for creating reports and engaging training materials. Design tools like Canva will also be used to develop visually appealing training resources.

At Amartha, we pride ourselves on a workplace culture that embraces diversity, equity, and inclusion. As a Learning & Development Specialist, you can expect to be part of an environment that values different perspectives and encourages collaboration and innovation. We actively create opportunities for all individuals, promoting a sense of belonging where everyone feels respected and empowered to contribute meaningfully to our mission.

In answering this question, focus on your previous roles where you created training programs. Share specific examples of how you assessed needs, designed curriculum, and delivered training. Highlight what methods you used to evaluate the effectiveness of these programs and the outcomes achieved, such as improved performance metrics.

To tackle this question, explain your approach to conducting a Training Needs Analysis (TNA). Discuss how you gather data through surveys, interviews, and performance metrics to identify skill gaps. Mention your methods for prioritizing training topics based on identified needs and organizational goals.

When asked this question, elaborate on the various techniques you implement to keep training interactive and enjoyable. This could include incorporating gamification, group discussions, hands-on activities, or real-life scenarios that resonate with employees' experiences, encouraging participation and retention.

In your response, emphasize the importance of establishing clear learning objectives and KPIs prior to training delivery. Discuss your strategies for using pre- and post-training assessments, feedback forms, and performance evaluations to track improvements, illustrating any specific examples of successful training impact.

When answering this, share a story that demonstrates your problem-solving abilities. Describe the situation, what made it challenging—like employee resistance or limited resources—and outline the steps you took to address those challenges effectively, including any adjustments made to the training delivery.

In your answer, talk about your commitment to continuous professional development. Mention sources you rely on, such as industry blogs, webinars, professional organizations, and networking with other L&D professionals. Highlight any specific certifications or courses you’ve pursued to enhance your skills.

Articulate the significance of feedback in shaping your training programs. Discuss the different types of feedback you solicit—before, during, and after training—and how you incorporate this feedback into your design and facilitation to create a more effective learning environment.

Share a tangible example where you developed training material from scratch. Discuss how you conducted research, identified learner needs, and utilized appropriate design tools. Highlight the challenges faced during the development process and how the final product enhanced training delivery.

In your response, identify key soft skills such as communication, empathy, adaptability, and collaboration that are vital for a Learning & Development Specialist. Explain how you apply these skills in your role to effectively deliver training and foster a supportive learning culture.

Describe actionable strategies you've implemented to foster a customer-centric culture. This may include integrating customer feedback into training content, hosting workshops emphasizing customer service excellence, or creating initiatives to celebrate employees who exemplify strong customer service practices.