Learning and Development Senior Specialist for Customer Service

*According to Decree No.13/2023/ND-CP on protecting personal data (“PDP”), Home Credit Vietnam would apply "Personal Data Processing Agreement" with all candidates to ensure compliance with the decree.By submitting this application to Home Credit Vietnam Finance Company Limited through LinkedIn, you agree to allow Home Credit to proceed your provided information in accordance with Personal Data Processing Agreement that you have read, fully understood and agreed to the entire content at link https://career.homecredit.vn/en/article/agreement-notice-acceptance-for-personal-data-processing/KEY RESPONSIBILITIESA. Soft Skills Training & Development (60%)• Develop and implement soft‑skills training programs for employees.• Create training materials such as digital presentations, videos, and scenario‑based activities.• Deliver regular soft‑skills training sessions and coordinate coaching with Team Leaders/Managers.• Track learning progress and prepare individual or team development reports.• Conduct surveys and provide recommendations for continuous program improvement.B. Core Operational Skills Training (20%)• Prepare and update SOPs and OPS & CC procedures.• Conduct onboarding training for new employees and refresher training for existing staff.• Observe daily operations to identify skill gaps and propose improvement actions.• Execute performance improvement training as required by the department.C. AI Development & Application in Training (20%)• Support the development of AI‑enhanced training content.• Propose and apply AI tools for training, skills assessment, and call‑quality evaluation.• Optimize processes and documentation for AI system integration.• Monitor and evaluate the effectiveness of implemented AI solutions.D. Perform other duties as assigned by Manager