Trainer, L&D Specialist

Side; Deutschland; Vor Ort; EUR 42.000 - 62.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking a Learning & Development professional to lead onboarding and ongoing training initiatives for customer support and gaming clients. You will design and deliver instructor-led and e-learning modules, create knowledge assets, and measure effectiveness through assessments and certifications.

The role requires collaboration with Operations, QA, and Product teams to ensure materials stay current with client expectations and product updates, while coaching new hires

Qualifikationen

• 2–3 years of experience in Learning & Development, Training, or Instructional Design within Customer Support, Player Support, Customer Experience, BPO, or similar operational environment.
• Prior experience in the gaming industry or supporting gaming clients is highly preferred.
• Strong understanding of adult learning principles, onboarding programs, knowledge transfer, and learning effectiveness.
• Experience facilitating instructor-led training for both virtual and classroom environments.
• Ability to design engaging learning materials including presentations, e-learning modules, assessments, and training documentation.
• Strong stakeholder management skills with experience partnering across Operations, Quality, and Client teams.
• Excellent verbal and written communication skills with confident presentation and facilitation abilities.
• Strong planning, organization, and project management skills with the ability to manage multiple priorities simultaneously.
• Experience working with Learning Management Systems (LMS), SharePoint, Microsoft Office Suite, and knowledge management platforms.
• Familiarity with quality metrics, CSAT/DSAT analysis, operational KPIs, and performance coaching is advantageous.
• Experience developing certification programs, learning governance, or operational readiness frameworks is desirable.

Aufgaben

• Deliver structured onboarding programs for new hires and backfill employees covering products, processes, systems, tools, quality expectations, and operational workflows.
• Design and facilitate instructor-led training, refresher programs, and micro-learning sessions based on quality trends, operational performance, new product launches, and policy updates.
• Translate QA insights, DSAT drivers, process improvements, and client requirements into practical, engaging learning interventions.
• Support skill-based routing initiatives by training agents on new products, skills, and support channels, enabling progression into higher skill tiers.
• Measure learning effectiveness through knowledge assessments, quizzes, certifications, practical exercises, and performance trend analysis.
• Conduct graduation assessments and readiness reviews for new hires while providing structured coaching and developmental feedback.
• Develop and maintain high-quality learning assets including SOPs, facilitator guides, knowledge articles, playbooks, quick reference guides, presentations, and job aids.
• Create engaging e-learning modules, interactive learning content, video tutorials, and digital learning resources using modern instructional design principles.
• Ensure all training materials remain current and aligned with client expectations, operational processes, and product updates.
• Spend dedicated time supporting live player contacts each week to remain connected with customer issues, operational processes, escalation trends, and emerging knowledge gaps.
• Identify learning opportunities through frontline observations and recommend improvements to onboarding and continuous learning programs.
• Collaborate closely with Operations, QA, Workforce Management, Product, and Client teams to ensure learning initiatives support business goals.
• Gather learner and stakeholder feedback to continuously improve training content, delivery methods, and overall learner experience.
• Support new process launches, operational changes, and client initiatives through effective learning and change management activities.

Kenntnisse

Learning & Development Experience

Instructor-Led Training Facilitation

Adult Learning Principles

Learning Management Systems (LMS)

Stakeholder Management

Tools

LMS

SharePoint

Knowledge Management Platforms

Microsoft Office Suite

Jobbeschreibung

• Deliver structured onboarding programs for new hires and backfill employees covering products, processes, systems, tools, quality expectations, and operational workflows.
• Design and facilitate instructor-led training, refresher programs, and micro-learning sessions based on quality trends, operational performance, new product launches, and policy updates.
• Translate QA insights, DSAT drivers, process improvements, and client requirements into practical, engaging learning interventions.
• Support skill-based routing initiatives by training agents on new products, skills, and support channels, enabling progression into higher skill tiers.
• Measure learning effectiveness through knowledge assessments, quizzes, certifications, practical exercises, and performance trend analysis.
• Conduct graduation assessments and readiness reviews for new hires while providing structured coaching and developmental feedback.
• Develop and maintain high-quality learning assets including SOPs, facilitator guides, knowledge articles, playbooks, quick reference guides, presentations, and job aids.
• Create engaging e-learning modules, interactive learning content, video tutorials, and digital learning resources using modern instructional design principles.
• Ensure all training materials remain current and aligned with client expectations, operational processes, and product updates.
• Spend dedicated time supporting live player contacts each week to remain connected with customer issues, operational processes, escalation trends, and emerging knowledge gaps.
• Identify learning opportunities through frontline observations and recommend improvements to onboarding and continuous learning programs.
• Collaborate closely with Operations, QA, Workforce Management, Product, and Client teams to ensure learning initiatives support business goals.
• Gather learner and stakeholder feedback to continuously improve training content, delivery methods, and overall learner experience.
• Support new process launches, operational changes, and client initiatives through effective learning and change management activities.

Requirements

• 2–3 years of experience in Learning & Development, Training, or Instructional Design within Customer Support, Player Support, Customer Experience, BPO, or a similar operational environment.
• Prior experience in the gaming industry or supporting gaming clients is highly preferred.
• Strong understanding of adult learning principles, onboarding programs, knowledge transfer, and learning effectiveness.
• Experience facilitating instructor-led training for both virtual and classroom environments.
• Ability to design engaging learning materials including presentations, e-learning modules, assessments, and training documentation.
• Strong stakeholder management skills with experience partnering across Operations, Quality, and Client teams.
• Excellent verbal and written communication skills with confident presentation and facilitation abilities.
• Strong planning, organization, and project management skills with the ability to manage multiple priorities simultaneously.
• Experience working with Learning Management Systems (LMS), SharePoint, Microsoft Office Suite, and knowledge management platforms.
• Familiarity with quality metrics, CSAT/DSAT analysis, operational KPIs, and performance coaching is advantageous.
• Experience developing certification programs, learning governance, or operational readiness frameworks is desirable.

Core Competencies

Demonstrates expertise in Learning & Development, focusing on designing and delivering effective onboarding and training programs. Proficient in utilizing adult learning principles and modern instructional design to create engaging learning materials and assess learning effectiveness.

Highest-signal resume keywords

• Learning & Development Experience
• Instructor-Led Training Facilitation
• Adult Learning Principles
• Learning Management Systems (LMS)
• Stakeholder Management

ATS Optimization Keywords

Hard Skills

• Onboarding Program Design
• E-Learning Module Development
• Knowledge Assessment Creation
• Training Documentation Design
• Performance Coaching

Soft Skills

• Excellent Communication Skills
• Strong Planning and Organization
• Project Management Skills

Industry Keywords

• Customer Support
• Player Support
• BPO
• Gaming Industry
• CSAT/DSAT Analysis

Tools & Technologies

• Learning Management Systems (LMS)
• Microsoft Office Suite
• SharePoint
• Knowledge Management Platforms