Executive - Learning & Development

Key Responsibilities

• Use approved AI tools to draft and refine training materials, learning modules, presentations, job aids, quizzes, case studies, and communication scripts
• Convert business requirements, process updates, and audit findings into clear, practical learning content
• Develop realistic workplace scenarios covering communication, customer handling, feedback, escalation, and de-escalation
• Review AI-generated content for accuracy, relevance, tone, completeness, and alignment with company policies before submission for approval
• Work with subject-matter experts to validate content and incorporate feedback
• Maintain content versions and update learning materials when processes or expectations change
• Follow company guidelines on confidentiality and the use of sensitive information in AI tools
• Review assigned call recordings and transcripts using approved audit checklists and scoring criteria
• Assess communication quality, listening, questioning, process adherence, accuracy, professionalism, and handling of difficult situations
• Identify effective practices, missed opportunities, recurring errors, and potential compliance or customer-experience concerns
• Document findings with specific examples, timestamps, and supporting evidence
• Participate in audit calibration discussions to support consistent scoring and interpretation
• Maintain accurate audit records and complete reviews within agreed timelines
• Consolidate audit findings into clear reports, dashboards, or summaries
• Identify recurring patterns and distinguish between knowledge gaps, skill gaps, process issues, and other performance barriers
• Highlight priority areas for coaching, refresher training, job aids, or process clarification
• Recommend targeted learning interventions based on audit evidence
• Track whether identified gaps improve following feedback or training
• Share relevant insights with learning, quality, and operational stakeholders
• Provide timely, respectful, evidence-based feedback within the scope of the role
• Recognize effective behaviours and explain improvement areas using specific examples
• Help employees understand the expected standard and agree on practical next steps
• Document feedback discussions and follow up on agreed actions
• Refer complex coaching needs, disagreements, or repeated performance concerns to the appropriate manager
• Understand and apply the company's escalation matrix, reporting channels, and response timelines
• Identify situations requiring escalation and document escalations clearly
• Evaluate whether calls demonstrate appropriate de-escalation behaviours
• Support the development of learning content and scripts for handling difficult conversations
• Route issues to the designated owner and track their status without exceeding the role's decision-making authority
• Coordinate with trainers, managers, quality teams, and subject-matter experts
• Maintain learning resources, audit trackers, feedback records, and action logs
• Support the rollout of learning interventions and collection of learner feedback
• Engage with new hires throughout orientation, training, and the transition to the operational environment
• Serve as a learning support contact, clarify training-related queries, and coordinate with relevant teams to address concerns
• Conduct regular check-ins to understand learning progress, confidence, engagement, and readiness for operational responsibilities
• Coordinate with trainers and operational managers to support a structured handover
• Follow up during the initial transition period to identify learning gaps or adjustment challenges
• Collect new-hire feedback on orientation and onboarding through surveys, check-ins, or structured discussions
• Review and analyze feedback to identify strengths, recurring concerns, and opportunities to improve the onboarding experience
• Prepare concise feedback summaries for management, highlighting key findings and recommended improvements
• Maintain feedback records and protect confidentiality when sharing individual comments or sensitive concerns

Required Qualifications

• 1+ years of experience
• Bachelor's Degree

Skills

• AI-Assisted Content Development
• Call Recording and Transcript Review
• Training Material Authoring
• Learning Content Development
• Call Auditing and Quality Review
• Audit Analysis and Reporting
• Training Needs Identification
• Coaching and Feedback Delivery
• Escalation Management
• Stakeholder Coordination
• New-Hire Onboarding Support
• Onboarding Feedback Analysis
• Confidentiality and Data Handling

Schedule

Start date: 2026-11-09