Learning Specialist

1 week ago

Manila, National Capital Region, Philippines Amazon Full time
Learning Specialist (Japanese), Amazon Business Customer Service

Job Summary:
At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon Business Customer Services learning experience team is seeking a Sr. Learning Specialist. Overall responsibility includes boosting the competencies of our customer service associates by developing and conducting effective training programs. The person will indirectly help enhance the employee's workplace performance in conjunction with the company's core values to meet the goal of the organization.

Key Job Responsibilities:
  1. Be an expert communicator (Written and Verbal Communication) in Japanese (JLPT N1) and English.
  2. Deliver Amazon orientation and new hire training to all job levels (virtually or in person; as the business requires).
  3. Meet/exceed performance expectations w.r.t New hire training (e.g. Training Yield, customer experience, and AHT performance).
  4. Design and deliver continuous learning sessions for existing employees to meet/exceed improvement goals.
  5. Proactively analyze performance data to identify gaps, propose and deliver training interventions to meet/exceed improvement goals.
  6. Gather training needs (via performance data analysis, voice of business, and voice of associates sessions), design and deliver training interventions to address these needs.
  7. Maintain and report data (e.g. trainee attendance, performance, and analysis etc.) timely and accurately.
  8. Participate in call listening sessions and quality calibrations to keep abreast of updates and developments.
  9. Take customer contacts every month to keep abreast of the latest process updates and changes.
  10. Lead and/or be a team member on improvement projects that are aimed at enhancing business performance.
Additional Responsibilities:
  1. Coordinate training sessions based on site needs.
  2. Conduct daily sessions with trainees.
  3. Track and provide weekly debriefs and reporting to the ABCS Leadership Team.
  4. Document feedback and audit results to help the Leadership Team identify strengths as well as areas of opportunity.
  5. Contribute to additional training projects as required.
  6. Understand workflow and daily production goals.
  7. Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve.
  8. Maintain a positive attitude and presence on the floor.
  9. Facilitate and present to groups of up to 30 people in a class.
  10. Act as an effective people manager during mentored production periods during training.
BASIC QUALIFICATIONS:
  1. Must be an expert in Japanese Language (JLPT N1 Certified) and English Language.
  2. 2+ years of experience in training delivery roles or similar experience.
  3. Good communication skills for the purpose of knowledge transfer and skill development.
  4. Extensive expertise in cultural and soft skills relevant to a contact center environment.
  5. Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint).
PREFERRED QUALIFICATIONS:
  1. Flexible to work within a 24/7 x 365 days global team across a variety of time zones.
  2. Good coordination and organization skills.
  3. Passionate about adult Learning; striving to provide the perfect Trainee experience.
  4. High Level of Ownership and Self-Drive.
  5. Experience in Customer Service or customer service-related work experience.
  6. Training experience specific to a contact center environment.
  7. Bachelor's degree or significant college coursework in communication, education, or related field.
  8. Experience working with Learning Management Systems (LMS).

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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