You will join a Learning & Development team that operates at the intersection of operations, analytics, and training strategy. The team’s mission goes beyond course creation — we focus on identifying performance gaps through data and translating them into targeted, measurable learning solutions.

Working closely with Operations, QA, Product, and Instructional Design, the team acts as a strategic partner to the business. In this role, you will serve as the analytical hub of the training function, ensuring that learning initiatives are directly tied to operational outcomes.

Challenges that await you:

• Monitor key operational KPIs on a daily basis and quickly identify performance drops across specific topics, supervisor groups, or hiring waves
• Analyze trends to detect “degrading waves” — cohorts whose performance declines over time
• Identify correlations between new product releases, process changes, and increases in QA errors
• Assess the operational impact of upcoming releases, including QA risks, time-to-productivity delays, increased case complexity, and training load
• Maintain visibility into live and upcoming releases (2–3 weeks ahead) to proactively flag learning and performance risks
• Evaluate training effectiveness through pre- and post-intervention metric analysis
• Measure the impact of learning initiatives on QA scores and recurring problem topics
• Compare performance metrics between new hires and tenured agents to validate learning outcomes

What makes you a great fit:

• Proven experience in Project Management, Learning & Development, Operations, or Product Training
• Strong analytical mindset with the ability to work with data, build hypotheses, and identify cause-and-effect relationships in performance metrics
• Comfort interpreting dashboards and operational reports to drive decision-making
• Hands-on experience working with Sales or Support teams and a strong understanding of their core metrics (CSAT, QA, AHT, Conversion Rate, etc.)
• Ability to translate abstract business problems (e.g., “Sales are down”) into clear, actionable learning hypotheses (e.g., “Conversion at stage Y dropped by X% and requires targeted intervention”)

Your bonus skills:

• Knowledge of learning evaluation models (e.g., Kirkpatrick), with a focus on Level 3 (Behavior) and Level 4 (Results)
• Experience with BI tools such as Tableau or Superset, or advanced Excel / Google Sheets skills
• Background in high-growth tech or delivery-driven environments