Job responsibilities for the role of Executive – Learning& Development.

Location – Noida- Sector 142

Shift timings – 1 to 10 PM IST

1. AI-assisted learning content development

Use approved AI tools to draft and refine training materials, learning modules, presentations, job aids, quizzes, case studies, and communication scripts.

Convert business requirements, process updates, and audit findings into clear, practical learning content.

Develop realistic workplace scenarios covering communication, customer handling, feedback, escalation, and de-escalation.

Review AI-generated content for accuracy, relevance, tone, completeness, and alignment with company policies before submission for approval.

Work with subject-matter experts to validate content and incorporate feedback.

Maintain content versions and update learning materials when processes or expectations change.

Follow company guidelines on confidentiality and the use of sensitive information in AI tools.

2. Call auditing and quality review

Review assigned call recordings and, where applicable, transcripts using approved audit checklists and scoring criteria.

Assess communication quality, listening, questioning, process adherence, accuracy, professionalism, and handling of difficult situations.

Identify effective practices, missed opportunities, recurring errors, and potential compliance or customer-experience concerns.

Document findings with specific examples, timestamps, and supporting evidence.

Participate in audit calibration discussions to support consistent scoring and interpretation.

Maintain accurate audit records and complete reviews within agreed timelines.

3. Audit analysis and learning needs identification

Consolidate audit findings into clear reports, dashboards, or summaries.

Identify recurring patterns and distinguish between knowledge gaps, skill gaps, process issues, and other performance barriers.

Highlight priority areas for coaching, refresher training, job aids,



or process clarification.

Recommend targeted learning interventions based on audit evidence.

Track whether identified gaps improve following feedback or training.

Share relevant insights with learning, quality, and operational stakeholders.

4. Constructive feedback and coaching support

Provide timely, respectful, evidence-based feedback within the scope of the role.

Recognize effective behaviours and explain improvement areas using specific examples.

Focus feedback on observable actions rather than personal judgments.

Help employees understand the expected standard and agree on practical next steps.

Document feedback discussions and follow up on agreed actions.

Refer complex coaching needs, disagreements, or repeated performance concerns to the appropriate manager.

5. Escalation and de-escalation protocols

Understand and apply the company’s escalation matrix, reporting channels, and response timelines.

Identify situations requiring escalation, including serious process breaches, sensitive complaints, unresolved issues, or repeated concerns.

Document escalations clearly, including the issue, evidence, actions taken, and support required.

Evaluate whether calls demonstrate appropriate de-escalation behaviours, such as listening, acknowledging concerns, clarifying the issue, and setting realistic expectations.

Support the development of learning content and scripts for handling difficult conversations.

Route issues to the designated owner and track their status without exceeding the role’s decision-making authority.

6.



Learning operations and stakeholder coordination

Coordinate with trainers, managers, quality teams, and subject-matter experts.

Maintain learning resources, audit trackers, feedback records, and action logs.

Support the rollout of learning interventions and collection of learner feedback.

Handle call recordings, employee information, and audit findings with confidentiality.

7. New-hire engagement and transition support

Engage with new hires throughout orientation, training, and the transition to the operational environment.

Serve as a learning support contact, clarify training-related queries, and coordinate with relevant teams to address concerns.

Conduct regular check-ins to understand learning progress, confidence, engagement, and readiness for operational responsibilities.

Coordinate with trainers and operational managers to support a structured handover, including sharing learning progress, assessment results, and any additional support needs.

Follow up during the initial transition period to identify learning gaps or adjustment challenges and coordinate appropriate support.

Escalate unresolved concerns or readiness gaps to the designated learning or operational manager.

8. Orientation feedback and management reporting

Collect recent-hire feedback on orientation and onboarding through surveys, check-ins, or structured discussions.

Review and analyze feedback to identify strengths, recurring concerns, and opportunities to improve content, delivery, coordination, and the overall onboarding experience.

Prepare concise feedback summaries for management, highlighting key findings, recommended improvements, and items requiring attention.

Coordinate with relevant stakeholders to track agreed improvement actions and report their status.

Maintain feedback records and protect confidentiality when sharing individual comments or sensitive concerns.

Education: Bachelors Degree

📌 Executive - Learning & Development (India)
🏢 Compunnel
📍 India