Senior Learning Specialist - Elevating Customer Experience through Innovative Training Solutions at blithequark

Transforming Customer Service through Exceptional Learning Experiences In the fast-paced world of customer service, staying ahead of the curve is crucial. At blithequark, we're committed to delivering unparalleled customer experiences, and it all starts with our people. As a Senior Learning Specialist, you will play a pivotal role in shaping the learning journey of our Customer Support Associates, ensuring they have the skills and knowledge needed to excel in their roles. About the Role We're on the hunt for a seasoned Senior Learning Specialist to join our dynamic Learning Delivery team at blithequark. As a Senior Learning Specialist, you will be responsible for creating an optimal adult learning environment that fosters long-term success. Your expertise will be instrumental in coaching, developing, and enhancing the performance of our Customer Support Associates. You will be at the forefront of designing and delivering diverse training programs, leveraging quantitative and qualitative data to inform your training strategies. Key Responsibilities Supervise and Analyze Learning Metrics: Oversee structured learning metrics and their outcomes for your assigned territory and region, using data to drive informed decisions. Manage Live Performance Metrics: End-to-end management of live performance metrics for your territory, ensuring alignment with business objectives. Conduct Engaging Learning Sessions: Deliver training courses on new processes, continuous learning programs, new hire batches, and transfer batches, among others, using a variety of training modalities. Data Analysis and Reporting: Maintain and analyze data through Excel reports as per business requirements, providing insights that inform training strategies. Ensure Timely Completion of Training Programs: Oversee the timely completion of new hire training programs, coaching, and other performance improvement initiatives. Partner with Operational Stakeholders: Act as a key point of contact for the Learning Experience team, collaborating with operational stakeholders to enhance the learning experience. Identify and Certify Learning Coaches: Recognize and certify learning coaches who can support the development of our Customer Support Associates. Lead Improvement Projects: Spearhead individual improvement projects aimed at enhancing business performance and driving quality and learning metrics. Facilitate Chime and Classroom Sessions: Conduct chime sessions and classroom training for stakeholders, promoting a culture of continuous learning. Essential Qualifications 2+ years of experience in training delivery roles, with a proven track record of creating engaging learning experiences. 1 year of experience in customer service or a related field, providing a deep understanding of customer needs and expectations. Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and instructional software, with the ability to leverage technology to enhance learning. Highly accurate and fluent in both Japanese and English, both spoken and written, facilitating effective communication across diverse teams. Flexibility to work within a 24/7 x 365 days global team across various time zones, embracing the challenges of a dynamic global environment. Knowledge of adult learning principles, content design, and facilitation techniques, with a passion for creating impactful learning experiences. Preferred Qualifications Experience as a trainer, corporate training specialist, or in a related position, with a deep understanding of training delivery and adult learning. Project management skills, with the ability to supervise multiple projects simultaneously, prioritizing tasks and managing timelines effectively. Strong ability to multi-task, adapting to changing priorities while maintaining a focus on delivering high-quality learning experiences. What We Offer At blithequark, we're committed to the growth and development of our employees. As a Senior Learning Specialist, you'll have the opportunity to: Develop your skills and expertise in a dynamic and supportive environment. Contribute to the creation of innovative training solutions that make a real impact on customer experiences. Collaborate with a diverse team of professionals who share a passion for learning and development. Enjoy a comprehensive compensation package and benefits that recognize your value to our organization. Work in a culture that prioritizes continuous learning, innovation, and customer obsession. Our Culture and Work Environment At blithequark, we pride ourselves on a culture that is customer-obsessed, innovative, and committed to excellence. Our work environment is dynamic, inclusive, and supportive, with opportunities for growth and development. We value diversity and believe in the power of teamwork to drive success. Why Join Us? If you're passionate about creating exceptional learning experiences and are committed to driving customer satisfaction, we want to hear from you. As a Senior Learning Specialist at blithequark, you'll be part of a team that is shaping the future of customer service. You'll have the opportunity to make a meaningful impact, develop your skills, and grow your career in a dynamic and supportive environment. Join us at blithequark and be part of a journey that is transforming the world of customer service. Apply now and take the first step towards a rewarding career with a company that values innovation, customer obsession, and the growth of its people. Apply for this job