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Role Description

• Develop instructor guides and participant materials for new training supporting call center agents and team leads
• Create clear, easy-to-understand documentation for the Knowledge Base
• Conduct interviews, observations, and process analysis to identify efficient methods for performing job functions
• Document system and tool usage required for agents' daily tasks
• Improve agent performance through:
  • Process documentation
  • Work instructions
  • Classroom training
  • eLearning modules
  • Job aids
  • Knowledge articles
• Translate complex technical concepts into accessible text and visuals
• Apply instructional design methodologies (ADDIE, SAM, etc.)
• Participate in calibrations, call listening, agent shadowing, and metric reviews to identify training gaps
• Lead training initiatives focused on performance improvement and behavioral change
• Build and maintain documentation within the knowledge management system
• Develop evaluation strategies (3 levels) for all learning deliverables
• Create project plans, gather feedback, facilitate pilot reviews, and implement revisions

Qualifications

• Articulate Storyline
• Rise 360
• Strong written and verbal communication
• Ability to work independently with minimal supervision

Requirements

• NSAT (Customer Satisfaction)
• Customer service KPIs
• Call duration and agent efficiency metrics

Workload & Expectations

• Approximately 90% development work (eLearning, ILT, microlearning, infographics, job aids)
• Handles 1–3 deliverables at a time
• Fast‑paced environment

Interview Process

• Conducted via Microsoft Teams
• Candidates must provide work samples (non‑negotiable)
• Samples provided before the interview are preferred

Work Model

• Role is most likely remote
• Max bill rate: $55/hr