
Experience Development Professional
8 hours ago
EXPERIENCE DEVELOPMENT PROFESSIONAL · STOCKHOLM · HYBRID
CUSTOMER EXPERIENCE TRAINING SPECIALIST
We're seeking an experienced professional to join our team as a Customer Experience Training Specialist. In this role, you will be responsible for designing and delivering training programs that meet the needs of our CXO-teams and BPOs, and monitoring the effectiveness of these initiatives.
The ideal candidate will have experience in training and knowledge management, preferably in a call-center or customer support environment, and be able to convey complex information concisely and adapt quickly to change.
Main Responsibilities:
- Design and deliver training programs for diverse audiences, both virtually and in-person
- Collaborate with the CXO-team and external BPO teams to identify skill gaps and training needs
- Develop and maintain engaging, effective, and scalable training programs and multimedia training materials tailored to the needs of CXO-teams and BPOs
- Monitor the effectiveness of training initiatives and provide regular reporting on training progress
Requirements:
- Professional fluency in English
- 2+ years experience in training and knowledge management, preferably in a call-center or customer support environment
- Experience from working with e-learning platforms (e.g. EdApp), G-suite, and collaboration tools (e.g. Confluence)
- Familiarity with managing SOPs, knowledge bases, quality assurance principles and process optimisation
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