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