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Instructional Designer

R2428

Location

Mumbai

Career Track

People & Culture / Legal

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Instructional Designer

R2428

Location

Mumbai

Career Track

People & Culture / Legal

Job Description: Analyzes, develops and evaluates the training and performance of agents in the contact center. Supports the Training and Quality Assurance Team, collaborates with Product Group to identify business and learning initiatives, develops and maintains documentation, conduct needs assessments and performance quality reviews. Compiles and reports performance results and provides policy/process recommendations to management.

Responsibilities: Develops training curriculum, presentations and documentation. Coordinates with internal and external partners to manage new training implementation and maintenance of existing training content updates. Reviews, monitors, reports and distributes Training and Quality Assurance data metrics within deadlines. Conducts needs assessments and analyzes qualitative feedback to identify trends for process or policy improvements. Supports departmental projects, including system changes, new product launches, process enhancements and policy changes. Facilitates Train-the Trainer workshops for internal and external partners in both face-to-face and online environments.

Skills: Strong analytical and research skills. Capacity to manage routine tasks and unexpected updates while adhering to deadlines. Ability to work effectively in both independent and group settings. Excellent written and verbal communication skills with a demonstrated ability to communicate effectively. Domestic and international travel required. Proficiency in Word, Excel and PowerPoint.

Experience: 2-4 years’ experience using rapid learning development tools (Adobe Captivate, Articulate Storyline, etc.). Experience in Training, Technical Writing and Quality Assurance

Education: Bachelor’s Degree in Technical Writing

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