As a Learning and Development Specialist, you'll play a pivotal role in nurturing and developing our support agents and leadership team, and helping to support some of the most popular mobile games on the planet. As part of the learning cycle for all agents, your work will span a broad range of training realms, from product-specific to skill/performance enhancement.

Collaborating closely with the Quality and Operations teams, your mission will be to track the professional evolution of our agents, identifying areas for growth, and hosting taking action to drive improvement.

The L&D specialist will work closely with the rest of the support teams in order to make sure our current procedures are up-to-date and provide additional training sessions for procedural changes and updates whenever necessary.

You'll lend your expertise to mentor and develop junior talent within the L&D team, under the guidance of the Senior Learning Specialist. Through mentoring, coaching, and constructive feedback, you'll help shape the next generation of L&D professionals.

This role is about more than just training; it's about fostering a culture of continuous improvement, collaboration, and professional growth, ensuring our team not only meets but exceeds the dynamic needs of the players we support.

Responsibilities:

• Organize and facilitate training programs as part of the Project’s training cycle in order to onboard and upskill new/current employees.
• Design, review and update training content and materials
• Outline trends and areas of opportunity in order to improve the support team performance
• Set up a framework for regular refresher training sessions in alignment to training needs identified.
• Actively manage and administrate the LMS tasks and related e-learning and instructor-led courses, resolving system issues.
• Communicate with client representatives about ongoing projects and initiatives.
• Develop, implement, facilitate, and evaluate refresher training sessions and targeted workshops
• Contribute to the further development and improvement of the Project’s training programme by gathering feedback from the Quality Department and the direct Line Managers of the trainees.
• Analyze the metrics for all available training programmes available in order to identify improvement opportunities such as the need for refresher, additional training and suggest improvements to the current structure, format and methodology.
• On a timely basis, create reports about the trainees performance during training, as well as for a short period of time after the training has been completed.
• Transfer knowledge and support to Junior Learning and Development team members through active mentoring and coaching. 

Requirements:
Experience: 

• Minimum 2 years of experience in the Learning and Development field (3 + will be considered an advantage)
• Experience designing training using in MS PowerPoint/Google Slides or other authoring tools such as Articulate 360
• Experience delivering remote training
• Experience designing e-learnings

Competencies: 

• Fluent verbal and written command of English
• Fluent verbal and written command of: Arabic/German/French/Italian/Russian/Turkish language will be considered as a very strong advantage
• Strong knowledge in MS Excel/Google sheets
• Strong knowledge of modern enterprise video communication channels: Zoom/Webex/ Hangouts Meet.
• Good communication skills, having the ability to influence and co-ordinate efforts with all levels and groups within the organization.
• Outcomes-orientated with high levels of accountability and ownership
• Strong analytical skills
• Strong facilitation and presentation skills
• Knowledge of current best practices in online education, delivery methods and approaches, training evaluation, technology, quality control and metrics.
• Ability to focus under pressure and work under deadlines
• Ability to work as part of a big and diverse team

About us: TELUS International Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building and delivering next generation digital services, AI solutions, customer experience and much more. The company's primary focus is strict adherence to all our clients'procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.