Senior Analyst CX Learning

Senior Analyst CX Learning & Development We are seeking a Senior Analyst to join our CX Learning & Development team. The ideal candidate will have experience designing learning programs to deliver the best customer experience. As a senior analyst, you will be responsible for planning and delivering training activities, developing training curricula, evaluating training delivery and measuring results for new hire onboarding and tenured CSRs. You will work closely with support teams such as Process Management and Quality Assurance as well as with Operations Frontline in order to promote and sustain our main KPIs. Role Responsibilities Collecting training needs and analyzing insights and data to define the best learning solution Working closely with squad teams to promote customer-centric solutions Delivering training content in different formats such as online and in-class Managing our LMS regarding content creation and administration Maintaining, updating and enhancing the onboarding training to new hire in CX Managing and prioritizing a training request pipeline with focus on the end user Implementing a short and long term training schedule Keeping track and reporting key performance indicators for L&D Measuring pre and post training results in comparison and correlation to the business lines KPIs Managing and improving BPO performance regarding learning solutions Analyzing KPIs results and root causes to identify how L&D can consultatively bring the best learning solution Generating new and innovative solutions to complex problems and proposing improvements to processes and tools Role Qualifications Bachelor's degree or equivalent Proven experience between 2 and 5 years in knowledge management, learning management systems (LMS) and learning trails Passionate about learning and development with strong program management skills and willingness to create from scratch Experience working with a full range of stakeholders such as front operations, Quality Assurance and Processes in order to collect powerful insights and deliver efficient learning solutions Data driven thinking to analyze correlation of a different set of metrics and ability to create solutions that are measurable and in accordance to the business KPIs Experience in vendor management with focus on the training team (BPO management) Solid content development background (visually appealing and audience engaging, including online learning - Adobe Premiere, Captivate or equivalent) Strong interpersonal and communication skills in English and Portuguese Open minded, creative, growth mindset and resilient to fast-changing environments Diversity and inclusion advocate EEO Statement We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient. We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics. We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do. We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other. We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all. Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD) #J-18808-Ljbffr