Job Description

Job Requirements
Role/Job Title: Content Design Specialist
Business: Service
Function/ Department: Customer Experience-Training
Roles & Responsibilities:
' Create content for New hire learning / Monthly refreshers

• Update Training content basis new product/process launch or modification in any product or process

• Create daily briefings and roll out

• Create assessments and roll out on MS Teams/LMS to gauge understanding

• Learner experience management

• Participate and collaborate in concept development and design ideation for digital learning modules applying elearning principles, game based learning and interactive learning modules

• Collaborate with BPRG/Product teams, stakeholders to align content to learning objectives, create instructionally sound and engaging learning opportunities & develop assessment tools

• Work with Operations, SQ, BPRG and identify training needs for target audience

• Provide exercise and activities that enhances the learning process

• Create supporting material/media (audio, video, simulations, role plays, games etc)

Secondary Responsibilities:
'Technical requirement - Should have understanding of the emerging applications of instructional design/content/multimedia, instructional technology and trends in online education and implement improvements
Key Success Metrics:

• New Hire Training Throughput, Mock Call Evaluation, Learning Curve, OJT performance

• Floor Refresher Refresher Efficacy

• Updates/ Changes Effective and timely coverage

• Training Content Most updated & relevant content

• FCR/NPS