About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that provides Customer Experience and Operational Support for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class, value-adding services to our partners through empowered teams, innovative solutions, and advanced technologies.
Position Overview
The Learning & Development (L&D) Officer is responsible for designing, delivering, and continuously improving learning solutions that prepare employees for success and support operational excellence. This role partners closely with Operations, Quality, and other business stakeholders to ensure training programs are aligned with business objectives, client requirements, and performance metrics.
The L&D Officer facilitates engaging learning experiences, evaluates learner performance, identifies development opportunities, and recommends training solutions that improve employee capability and overall business results.
Primary Responsibilities
Training Delivery
- Facilitate instructor-led, virtual, and blended learning programs for new hires, cross-training, upskilling, and refresher sessions.
- Deliver engaging, learner-centered training that promotes knowledge retention and job readiness.
- Foster a positive, inclusive, and compliant learning environment while maintaining classroom standards and attendance expectations.
- Conduct learner assessments, knowledge checks, and certification activities to validate learning outcomes.
Learning Design & Development
- Develop, update, and maintain lesson plans, facilitator guides, participant materials, job aids, and other learning resources.
- Ensure all training content reflects current client processes, policies, systems, and business requirements.
- Recommend improvements to curriculum and instructional materials based on learner feedback, operational changes, and performance trends.
- Stay current on adult learning principles, instructional methodologies, and emerging learning technologies.
Performance & Coaching
- Monitor trainee progress and provide timely coaching, feedback, and developmental support throughout the learning journey.
- Evaluate learner performance using assessments, observations, and performance metrics to determine readiness for production.
- Complete required training documentation, reports, certifications, and transition sign-offs.
- Collaborate with Operations and Quality teams to identify performance gaps and implement targeted learning interventions.
Business Partnership
- Partner with Operations, Quality Assurance, and client stakeholders to ensure training initiatives support operational goals and KPI achievement.
- Participate in process updates, launch readiness activities, and change management initiatives affecting training delivery.
- Analyze training effectiveness and recommend continuous improvement initiatives to enhance learner performance and business outcomes.
- Support departmental projects and organizational initiatives as assigned.
Qualifications
- Minimum of 2 years of experience in Learning & Development, Training, Facilitation, or Customer Service within a BPO or customer support environment.
- Experience facilitating instructor-led and virtual training programs.
- Knowledge of adult learning principles, instructional design, and learning evaluation methodologies.
- Experience using Learning Management Systems (LMS).
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Excellent presentation, facilitation, verbal, and written communication skills.
- Strong coaching, interpersonal, and stakeholder management abilities.
- Excellent analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities while working independently in a fast-paced environment.
- Flexible and adaptable to changing business needs and schedules.
- INTERNAL APPLICANTS: Must have 6 months of tenure with Helpware
Preferred Qualifications
- Bachelor's degree in Education, Human Resources, Business, Psychology, or a related field.
- Certifications in Learning & Development, Training, Instructional Design, Facilitation, or Adult Learning.
- Experience developing e-learning content using authoring tools such as Articulate 360, Captivate, or similar platforms.
- Experience supporting multiple client accounts or programs in a BPO environment.
This version reflects a dedicated L&D Officer role rather than a hybrid QA/L&D position, while emphasizing facilitation, curriculum management, coaching, performance improvement, stakeholder partnership, and continuous learning—all responsibilities typically expected of an L&D professional.