Instructional Designer (Contact Center) | Bridgetowne, QC | Onsite

TASQ Staffing Solutions; Quezon City; Sur place; PHP 446 400 - 669 600; Plein temps

Résumé du poste

A staffing agency is seeking a Content Developer specializing in instructional design to support the development of training and knowledge management content. This role involves creating learning materials for new hires and ongoing training while utilizing authoring tools like Articulate Storyline and Adobe Creative Cloud. Ideal candidates will have a Bachelor's Degree and at least 5 years of relevant experience, especially within contact center operations.

Qualifications

• At least 5 years of experience developing training curriculum for service centers.
• Strong understanding of customer contact center operations.
• Experience in developing training for call centers or the healthcare industry.

Responsabilités

• Design, develop, implement, and evaluate course content for new hires.
• Create engaging micro-learning courses in a fast-paced environment.
• Partner with operations teams for feedback on learning solutions.

Connaissances

Instructional design

Knowledge management certification

Authoring tools

Presentation skills

Agile environment experience

Communication skills

Formation

Bachelor's Degree

Outils

Articulate Storyline

Camtasia

Adobe Creative Cloud

Vyond

MS Office

Description du poste

Work Location: Bridgetown, QC

Work Setup: 100% Onsite

Schedule: 9pm - 6am

As a Content Developer (Instructional design and knowledge author), this position is responsible for supporting the design, development and implementation of new hire and on-going learning content, as well as the creation of knowledge management content, for the Contact Center within the Service Operations organization.

Job Requirements:

• College Level; Bachelor's Degree preferred
• At least 5 years of experience developing training curriculum or knowledge content for a service center environment.
• Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc.
• Strong PC and MS Office skills.
• Instructional design or knowledge management certification, preferred.
• Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred
• Exposure to Knowledge management and technical writing preferred.
• Demonstrated success with business writing and presentation skills
• Understanding of customer contact center operations.
• Ability to incorporate the principles of adult learning into training curricula utilizing instructor-led, virtual and eLearning platforms.
• Ability to bring innovative thought process to curriculum design and curation
• Ability to convey complex information and scenarios into meaningful, effective training course material.
• Excellent communication skills (verbal, written, and presentation) at all levels of the organization.
• Experience working in a fast-paced Agile environment.
• Understanding of the Principles of Adult Learning
• Experience implementing training programs and building strong relationships and consensus.

Principal Responsibilities:

• Learning Content (Instructional) Design:
  • Design, develop, implement and evaluate course content for new hire contact center training curriculum
  • Design, develop and implement course content for ongoing training programs for contact center roles.
  • Perform ongoing curriculum maintenance as needed to ensure training materials are current and documentation is available in a secure shared location.
  • Use instructional design methodologies to determine the best learning approach for addressing business needs and determine methods to measure success of the programs
  • Experience and ability to measure the success of training or knowledge content using proven Instructional Design methodologies.
  • Proven ability to create engaging innovative micro-learning courses in a fast-paced environment.
  • Develop scalable role‑play scenarios and integrate them into training curricula, ensuring time efficiency and alignment with other learning materials
  • Develop written and verbal learner evaluations to measure and reinforce knowledge retention
  • Ideate, design, and create interactive learning experiences to enhance associate training across instructor‑led, virtual, and eLearning platforms
  • Mentor and coach others on Instructional Design methodologies.
  • Conduct peer reviews of training and knowledge deliverables
  • Transfer instructional design skills and knowledge through structured enablement and knowledge‑sharing sessions, as required to meet business needs.
  • Explore, pilot and prove, and apply emerging learning technologies using enterprise AI‑enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact.
• Project/Relationship Management:
  • Partner with global Operations, Training, Quality, and Enablement teams to establish closed‑loop feedback mechanisms, maintain regular needs‑assessment cadence, and design time‑efficient learning solutions that maximize impact within limited training durations.
  • Build partnerships with leadership to understand and determine opportunities for improvement in learning programs, including soft skill and competency development as well as technical knowledge and proficiency.
  • Develop strong relationships with our business partners to implement and assist in curriculum development for Service Operations.
  • Using Agile methodologies, identify changes in products, systems and processes that impact training and update the curriculum as needed with these changes.
  • Lead large‑scale projects and coordinate with internal and external stakeholders.
  • Lead in assessing business needs and determining scope of projects.
  • Communicate and work effectively with all levels of management.
  • Builds effective partnership with SMEs to enable content delivery, collect feedback and implement lessons learned.
  • Embrace the Service Operations service strategy and keep curricula up to date with the changes in the business strategy and direction
• General Safety and Security
  • Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.