Training and Development Specialist

8 hours ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time
About the Role

We are looking for an experienced Training and Development Specialist to join our team at Voi Technology AB. As a key member of our Customer Experience Operations team, you will play a pivotal role in ensuring excellence in customer experience operations by understanding standard operating procedures (SOPs), designing and delivering training programs, and monitoring the effectiveness of training initiatives.

  • Analyse performance- and quality data, deep dive in feedback and case handling to investigate root causes for poor performance.
  • Collaborate with the CXO-team and external BPO teams to identify skill gaps and training needs.

Key Responsibilities:

  • Develop and maintain engaging, effective, and scalable training programs and multimedia training materials tailored to the needs of CXO-teams and BPOs.
  • Onboard new CXO-team members, both in-house and at the BPO, and conduct training sessions to ensure full understanding of operational processes and customer service expectations.

You will work closely with subject matter experts to ensure the accuracy and maintenance of training materials, SOPs, and other knowledge assets. Your experience from working with e-learning platforms, G-suite, and collaboration tools will be valuable assets in this role.



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