Training Specialist at LexisNexis South Africa

About the role 

• The Training Specialist is a member of the Global Customer Operations (GCO) Training team and supports the development and delivery of training programs for customer support representatives who provide legal research support. This role helps ensure a consistent, high-quality customer experience by preparing employees with the product knowledge, process understanding, problem-solving skills, and customer interaction skills needed to support customers effectively

Responsibilities 

• Deliver instructor-led, virtual, and structured training sessions for new and existing customer support representatives in legal support functions.
• Reinforce core employee competencies such as product knowledge, customer service, teamwork, problem solving, and effective use of support tools and processes.
• Support the design, development, and maintenance of training materials for legal support representatives, including facilitator guides, learner materials, knowledge resources, and practice activities.
• Update training content to ensure information is accurate, relevant, current, and aligned with approved processes, products, content, and service workflows.
• Assist with needs analysis and gap identification activities by gathering feedback, reviewing recurring learner questions, and helping identify routine knowledge deficiencies.
• Partner with operations leaders, quality teams, subject matter experts, and other internal stakeholders to ensure training reflects current business needs and customer support expectations.
• Collect and review learner feedback, assessment results, and performance indicators to help evaluate training effectiveness and identify opportunities for improvement.
• Use established procedures to support routine review of quality indicators such as QA results, customer feedback, and related performance measures when assessing training outcomes

Requirements 

• Bachelor’s degree or equivalent work experience in education, training, communications, legal studies, business, or a related field. A background supporting legal research or legal support environments is helpful.
• Experience in training, coaching, customer support, legal support, or a related operational environment preferred.
• Working knowledge of adult learning principles and training methodologies; familiarity with ADDIE and training measurement concepts such as Kirkpatrick is preferred.
• Strong verbal, written, presentation, process, technical, and analytical skills.
• Ability to build and maintain effective working relationships with diverse internal stakeholders and learners.
• Ability to follow established procedures, manage routine assignments, and work both independently and collaboratively under supervision. This aligns with the Level 09 professional profile.
• Experience working in a matrixed corporate environment is preferred.