Associate L&D AnalystRedSail Technologies LLC • Shreveport, LA, United States

Associate L&D Analyst

RedSail Technologies LLC • Shreveport, LA, United States

1 day ago

Job type

Full-time

Job description

Job Summary

The Associate Learning & Development Analyst serves as a key contributor to RedSail Technologies’ employee education initiatives, focusing on leveraging tools to identify data patterns in Support cases and call transcripts, identifying opportunities for reducing case volume via employee upskilling, proposing specific learning objectives and metrics, drafting relevant content, and analyzing the impact of the education. The Analyst will leverage AI-driven tools to create simulations, score outcomes, and propose improvements, ensuring our hardware and software solutions deliver exceptional customer value. Positive collaboration and analytical insight are critical to driving employee performance and satisfaction. This role also supports change management activities such as planning waves of persona-based training.

Key Duties

Research, evaluate, and utilize customer experience tools such as Microsoft Dynamics 365 Customer Experience, Omnichannel with Copilot, Synthesia, Mursion, ConvergedHub.ai, Sanas.ai, Sagility Birch.ai, Sagility Facets, Sagility Speech Analytics, Power Pages, Zapier, and Pendo
Identify patterns in post-sales data (Implementation and Support) to recommend employee upskilling opportunities that improve performance and customer satisfaction
Propose measurable learning data points (e.g., resolution scores, learner retention metrics) to track training effectiveness and align with business goals
Draft training content, including scripts, quizzes, and interactive modules

Education / Training

Bachelor’s degree in STEM field required

Required Work Experience / Skills

Strong oral and written communication skills

Strong interpersonal, active listening, and collaborative skills needed to work with cross functional teams

Strong analytical and problem-solving skills, including the ability to think creatively to identify data patterns and resolve training gaps related to the Company’s products and services quickly and effectively

Ability to work as part of a team and collaborate effectively with coworker

Working knowledge of Microsoft Office suite of products

When applicable, the ability to use prior data history to determine next steps in tool evaluation or

training design

Ability to write clear, concise, and factual notes or reports regarding research findings or training

interactions

Self-motivated to become more knowledgeable about the Company’s products and services, as

well as customer experience and training technologies

Proven ability to balance, prioritize, and organize multiple tasks

Possess flexibility in scheduling to allow for occasional after-hours work

Ability to prioritize and complete all work tasks with minimal supervision

High level of professionalism and strong personal interaction skills

Extremely curious and inquisitive, with a resourceful mindset and not afraid to ask questions

Preferred Work Experience / Skills

This is an entry-level position for which job training will be provided

Preferred but not required, learning and development or research analysis with customer

experience tools in a SaaS, or hardware / software company, or experience in post-sales support

(Implementation or Support), or using tools for simulations

Discretionary Judgment

Uses independent judgment and discretion based upon the employee’s experience in the

position and knowledge of the products, equipment, and services

Uses good judgement and possesses ethical work values

Physical Demands, Working Conditions, and General Employment Guidelines

Moderate to high levels of stress may be experienced in the performance of the job

Position is performed in a general office environment, home office, or approved remote

workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending

Equipment

Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment

Must have internet access

Little responsibility for safety of others.

Job is performed in an office setting where there are no hazardous materials or equipment

Position is performed in an open office environment or approved remote work location

Work Location

Remote – US; RedSail in-office communities are optionally available if located in Spartanburg, Shreveport, Irving, or Pittsburg

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

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Associate Analyst • Shreveport, LA, United States

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