Role/Job Title: Content Design Specialist
Business: Service
Function/ Department: Customer Experience-Training
Place of work: Mumbai
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 ibjectives, create instructionally sound and engaging learning opportunities & develop assessment tools
- Work with Operations, SQ, BPRG and identify training needs for target audience
- Provide excercies 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