Deskripsi pekerjaan
About Amartha
At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We鈥檝e supported over 2.7 million entrepreneurs鈥攎ostly women鈥攂y disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.
About the Role
As a Learning & Development Specialist in Customer Experience team, you will play a key role in shaping and delivering training programs that enhance the customer experience. Your focus will be on equipping employees with the essential skills and knowledge to deliver exceptional service and drive continuous improvement in their roles.
Responsibilities
- Conduct Training Needs Analysis (TNA/LNA) to identify skill gaps and areas for improvement.
- Design and facilitate training programs covering both product knowledge and soft skills.
- Develop and update training materials and guidelines to keep employees informed and skilled.
- Organize monthly quizzes and learning assessments to evaluate progress and effectiveness.
- Create and maintain help center articles to promote knowledge-sharing across teams.
- Plan and execute engaging events to foster collaboration and motivation among operations teams.
- Bachelor鈥檚 degree聽in Human Resources, Business Administration, Communications, or a related field.
- At least 1 year of experience聽in Learning & Development, training, or a similar role, preferably in a customer service or CX environment.
- Strong knowledge聽of end-to-end training management, including design, delivery, and evaluation of training programs.
- Experience with customer experience聽concepts, strategies, and best practices.
- Ability to assess training needs聽and develop targeted training plans based on employee performance and skill gaps.
- Excellent communication skills, both verbal and written, to effectively deliver training and provide constructive feedback.
- Strong problem-solving abilities聽with a focus on improving customer satisfaction and employee performance.
- Familiarity with learning management systems (LMS)聽and e-learning platforms.
- Customer-centric mindset, with a passion for improving the customer experience and empowering employees.
- Proficiency in Microsoft Office Suite聽(Excel, PowerPoint, Word) and design tools like聽Canva聽to create training materials.
- Strong analytical skills聽to track and measure the effectiveness of training programs and make data-driven improvements.
- Adaptability and flexibility聽in a fast-paced, dynamic work environment.
At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives鈥攕haped by factors such as gender, age, race, ethnicity, education, culture, and life experiences鈥攄rive innovation and growth.
We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.
