JOB RESPONSIBILITIES:

• Analyzing competency and knowledge requirements to design tailored training models that meet learner needs.
• Conducting thorough research and fact-checking to ensure the accuracy of content.
• Developing curriculum, content outlines, and story-boards considering scalability and delivery limitations.
• Creating diverse training materials, including slides, facilitator guides, participant guides, e-learning, videos, job aids, handouts, pre and post course work.
• Revising existing programs based on evolving needs of the requirements
• Coordinating with the technical team to publish materials on learning platforms.
• Crafting assessments, case studies, and evaluations while managing course development timelines and communicate with stakeholders.
• Conducting Train-the-Trainer sessions for consistent delivery of instructor-led courses.
• Evaluating training data to measure effectiveness using industry-standard assessment methods.
• Ensuring accessibility of training materials for all participants and faculty.
• Revising or generating new content based on feedback and test results.
• Reviewing the relevance and recency of content available on learning platforms.
• Refining content sourced from subject matter experts.
• Designing communication materials to disseminate information and updates about supported training programs through various mediums such as mailers, brochures, videos, slides, and catalogs.

QUALIFICATIONS:

• Must be a college graduate
• 1-2 years experience of Contact Center Training
• 2-3 years experience in Instructional Design and Content Development
• Strong organizational skills
• Leadership & Mentorship skills