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Learning and Performance Solutions Designer

Function: Customer Service/Contact Centers
Location: , Halifax, NS CA
Date posted: 10/20/2017 4:59:02 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1030010
Description
The Quality Assurance and Performance Improvement (QAPI) is an operational unit within the Business Intelligence and Project Services (BIPS) organization. BIPS is an organization composed of highly skilled, motivated, and results oriented professionals committed to providing North American Delivery (NAD) Customer Service senior managers and leaders with solutions that drive business results. Therefore, as a member of the BIPS organization, you will be supported by a dedicated team of professionals with the common goal of being trusted advisors and partners to our contact center leadership teams.

Our Quality Assurance and Performance Improvement unit operates in a fast paced environment and has an entrepreneurial mindset focused on pursuing emerging opportunities, innovative solutions, and achieving meaningful business results. Achieving quality and performance improvement requires a long-term perspective while achieving targeted intermediate and short term objectives. Quality assurance is about identifying and correcting service flaws, while performance improvement seeks to improve the capabilities of customer service managers and associates. To be successful, within the QAPI environment, we seek to achieve immediate and intermediate objectives while staying focused on long term goals and trends.

Job Description:

The Learning and Performance Solutions Designer will be responsible for the identifying, designing, developing, and maintaining learning and performance (L&P) solutions targeting the improved learning and performance of managers and associates of the North American Delivery (NAD) Customer Service organization. L&P solutions may include a variety of formats, including but not limited to solutions, such as: self-paced online modules, micro-learning objects, blended learning, informational articles, POD casts, and infographics and leader discussion guides. Besides driving performance improvements by increasing workforce learning and development, the position will manage projects and build effective relationships with all levels of the NAD Customer Service organizations. This is a key role in working across business and functional units, within NAD Customer Service, to construct, implement, and drive performance focused learning and development efforts. You will be working with vice presidents, call center managers, team managers.

Primary Responsibilities: 

Performance
  • Identify learning and development opportunities to improve performance.
  • Conduct necessary research to determine and recommend a performance improvement solution.
  • Partner with stakeholders to target and prioritize opportunities.
  • Select performance improvement solution.
  • Build and sustain effective relationship.
Solution Design
  • Design learning and developmental solutions.
  • Develop and design learning assets.
  • Selects the most appropriate technology to incorporate into the learning and development design.
Assessment/Evaluation
  • Able to manage data collection.
  • Analyze and interpret qualitative and quantitative data.
  • Construct appropriate evaluation/assessment instruments.
Project Management
  • Conduct project intake defining requirements and constraints.
  • Construct and implement an action plan.
  • Provide guidance to and coordinate others involved in the project.
Delivery
  • Provides guidance and coaching, if necessary, to those engaged in delivering learning and development solution.
  • Constructs guides and aides necessary to facilitate delivery.

Qualifications
Basic:
  • Bachelor’s degree or equivalent training and experience required.
  • Five years of experience designing learning and development solutions, developing online learning solutions and constructing learning materials.
  • Strong analytical skills.
  • Good oral and written communication skills.
  • Ability to manage multiple priorities and projects.
  • Ability to align people across different teams and functions to a common purpose.
  • Must be a self-starter and creative problem solver, with ability to work independently as well as collaboratively as part of a team.
Preferred:
  • Qualitative and quantitative skills.
  • Project management.
  • Coaching abilities.
  • Qualitative and quantitative skills.
  • Project management.
  • Coaching abilities
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537. 

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