Learning & Development Specialist – eSal

Job Description

About the role

The Learning & Development Specialist is responsible for the design, coordination and delivery of learning and development activities that support employee capability, operational performance and business objectives for e.Services Africa Ltd. e.Services Africa is a Ghana-based business process outsourcing and AI operations firm, delivering contact centre and customer experience services to local and international clients. The role will deliver new hire and ongoing training across contact centre operations, support employee onboarding and transitions, assess employee readiness and address identified capability gaps.

Key Responsibilities

• Deliver new hire, onboarding and ongoing training programmes aligned with operational and client requirements.
• Facilitate training on products, customer service, processes, systems, policies and quality standards.
• Conduct training for new employees as well as existing employees, including retraining where performance, process or product changes require it.
• Develop, review and maintain training materials, facilitator guides, assessments, SOPs and knowledge resources.
• Ensure training content remains current and reflects changes to products, pricing, systems, policies and processes.
• Conduct knowledge and practical assessments in line with defined competency standards and pass requirements.
• Make recommendations regarding employee readiness for nesting and production.
• Coordinate and support the nesting process for newly trained employees.
• Work with Operations and Team Leaders to provide appropriate floor support and coaching during the transition to production.
• Partner with the Quality Assurance function to identify capability gaps through quality results, operational data and employee performance.
• Design and deliver targeted learning interventions to address identified gaps.
• Participate in client knowledge-transfer and train-the-trainer programmes.
• Maintain current knowledge of client products, services, policies and processes.
• Maintain accurate training records and documentation.
• Prepare regular reports on training completion, assessment results, certification, attrition and employee readiness.

Key Requirements

• Bachelor’s degree in Human Resources, Education, Psychology, Business Administration or a related field.
• Minimum of three (3) years’ relevant experience in a training or learning and development role.
• Demonstrated experience delivering training to cohorts of approximately 15+ learners
• Experience training employees across voice, chat and/or email-based customer service environments will be an advantage.
• Strong facilitation and presentation skills, with the ability to engage and motivate diverse audiences.
• Familiarity with contact centre CRM, ticketing and workforce systems and working knowledge of contact centre performance metrics will be an advantage.
• Working knowledge of Learning Management Systems (LMS).