Amazon

Learning Specialist, Communication

Posted On

Aug. 14, 2024

Location

Noida, Uttar Pradesh

Experience Level

Freshers/Experienced

Job Type

Customer Service

Apply By

Sept. 24, 2024

Job Description

ABCS (Amazon Business Customer Services) Learning Experience team is looking for a Learning Specialist, Communications (LS) based in Delhi NCR who is a strong people leader, highly skilled training facilitator, great communicator and innovator.
The number one priority for this role is to provide a ‘World Class’ Training experience. The ideal LS creates an optimal adult learning environment (both in person and virtually) that drives long term organizational success. The LS is responsible for the training, coaching, development, performance management and engagement of their learners.
The LS delivers programs of diverse modalities that include but are not limited to, self-directed, instructor led, virtual, and experiential learning. They are professionals in using quantitative and qualitative data to identify training and coaching needs. A LS is a clever communicator - they utilize the most effective training techniques to engage Associates and manage learning sessions. They are also leaders in driving initiatives and programs that continuously improve the training experience.
Learning Specialist, Communications are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them, and invest time in developing their people. They build a work environment where associates are empowered and feel a positive sense of achievement and satisfaction about their role in delivering world class service.
Learning Specialist, Communications are experts in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets and Leadership Principles.

Key job responsibilities
Learning Specialist, Communications will perform tasks that include:

• Facilitating new hire training on communication (Global English Standards), and soft skills.
• Delivery of non-voice training on chat and email skills for the English-speaking customer base.
• Development of new and upkeep of Communications training content per Global Standards
• Conducting effective Training Needs Identification (TNI) to identify communication gaps, design and deliver required training interventions for existing staff
• Establishing and implementing a regular monitoring mechanism to check the effectiveness of communication trainings delivered to new hire & existing staff (skills include customer service attitude, grammar, sentence construction, pronunciation, rapport building & personalization etc.)
• Audits contacts to assess and establish a language proficiency benchmark.
• Partner with team leads to identify and coach associates that need more focus with communication and soft skills.
• Ensuring the accuracy of training records within the LMS.
• Experience developing strong communication (Global English and Accent Neutralization), and soft skills training content.
• Experience in facilitating communication trainings for new hires and existing staff.
• Experience in training and coaching beginner/intermediate speakers of English on sentence construction, pronunciation, accent neutralization, rapport building etc.
• Highly Accurate and Fluent in English Language
• Spoken and Written accuracy and fluency with an additional language
• Flexible to work within a 24/7 x 365 days global team across a variety of time zones
• Knowledge of adult learning, content design and facilitation.

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