CX Learning & Development, Delivery Specialist (6 Mth Fixed Term Contract)

Your New Role

As a Learning & Development Specialist focused on Channel Support Quality you are passionate about building a best-in-class customer experience andbringenergy curiosity and a proactive mindset to everything you this role you will support the design delivery and continuous improvement of training and quality programs for HBO Max discovery and more.

You thrive in a fast-paced global environment are an engaging facilitator and take pride in producing high-quality work. Working closely with L&D leads and Operations partners you will help execute training curriculamaintainquality standards andidentifyopportunities to improve the agent and customer experience across support channels.

Responsibilities

• Support the creation and localization of training curriculum and quality standards for assigned support channels

• Develop update andmaintaintraining materials including facilitator guides agent resources presentations job aids knowledge checks and other L&D artifacts applying adult learning principles throughout

• Assistin the delivery of new hire and refresher training programs across virtual and in-person channels

• Partner with L&D leads and Operations toidentifycurriculum gaps and contribute to continuous improvement initiatives

• Support the execution of the global QA framework including participating in calibration sessions with contact centers to ensure quality evaluations are consistent and effective

• Analyze training effectiveness data and quality metrics to surface insights and recommend improvements

• Facilitate train-the-trainer sessions and training classes as needed

• Monitor support channel performance against KPIs and flag training opportunities to L&D leadership

• Contribute to region-specific training efforts and channel success initiatives as needs arise

The Essentials

• Experience developing and implementing learning and development materials using adult learning and instructional design principles

• Strong verbal and written communication skills for collaborating with cross-functional stakeholders and team members

• Comfortable working with data toidentifytrends surface opportunities and support recommendations

• Solid project management and organizational skills; able to manage multiple tasks and deadlines simultaneously

• Adaptable and able to respond positively to shifting priorities in a fast-paced environment

• Able to work both independently and collaboratively within a team environment

• Attention to detail and commitment to follow-through

• Strong facilitation and presentation skills

• Experience with online collaboration and e-learning tools; familiarity with consumer support platforms a plus

Education/Work Experience:

• Bachelors degree in Education Communication Marketing or a related field ordemonstratedstrength in such disciplines

• 1 to 3 years of experience in learning & development training or a related field; media or tech industry experience a plus

• Experience delivering training through multiple channels and methods including virtual tools

• Familiarity with quality assurance frameworks and calibration processes preferred