Instructional Designer - Content Developer

Sagility; Quezon City; Hybrid; PHP 420.000 - 640.000; Vollzeit

Zusammenfassung

Sagility is seeking an experienced Instructional Designer - Content Developer to design, develop, and implement training content for contact center teams in a hybrid work setup in Quezon City, Philippines. The role emphasizes knowledge content for customer service and healthcare domains with Agile collaboration.

The candidate should have 5+ years in training curriculum development, proficiency with authoring tools, and certifications in instructional design or knowledge management preferred.

Qualifikationen

• 5+ years experience developing training curriculum for a service center environment.
• High School Diploma, bachelor’s degree preferred.
• Strong skills with authoring tools: Storyline, Camtasia, Adobe CC, Vyond.
• 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.

Aufgaben

• 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.
• Maintain training materials and documentation in a secure shared location.
• Use instructional design methodologies to measure success of programs.
• Create engaging micro-learning courses in a fast-paced environment.
• Develop scalable role-play scenarios and integrate them into curricula.
• Develop learner evaluations to measure knowledge retention.
• Create interactive learning experiences for instructor-led, virtual, and eLearning platforms.
• Mentor others on instructional design methodologies.
• Lead in applying emerging learning technologies to improve engagement and impact.
• Partner with global teams to establish feedback mechanisms and design efficient learning solutions.
• Work with leadership to identify opportunities for program improvement and build relationships with SMEs.

Kenntnisse

Curriculum development

Articulate Storyline

Camtasia

Adobe Creative Cloud

Vyond

MS Office

ID certification

Call center training

Knowledge management

Ausbildung

High School Diploma / Bachelor's preferred

Tools

Articulate Storyline

Camtasia

Adobe Creative Cloud

Vyond

MS Office

Jobbeschreibung

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

As a Content Developer (instructional designer), this position is responsible for supporting the design, development and implementation of new hire and on-going learning content to enable critical business priorities and elevate staff performance levels in a dynamic and changing environment

Job title:

Instructional Designer - Content Developer

Job Description:

Work setup: Hybrid

Education:

High School Diploma, bachelor’s degree preferred.

Mandatory Skills:

• 5+ years of experience developing training curriculum or knowledge content for a service center environment.
• High School Diploma, bachelor’s degree preferred.
• 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.

Preferred Skills:

• 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.

Roles & Responsibilities:

DUTIES & 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 the scope of projects.
Communicate and work effectively with all levels of management.
Builds effective partnerships 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.

Location:

Quezon City, Bridgetowne GBF TowerPhilippines