Trainer, L&D Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Implement comprehensive onboarding programs for new hires and replacement employees that encompass products, processes, systems, tools, quality standards, and operational workflows.

• Create and lead instructor-led training sessions, refresher courses, and micro-learning modules informed by quality insights, operational metrics, new product introductions, and policy revisions.

• Convert QA findings, DSAT influences, process enhancements, and client specifications into effective and engaging educational interventions.

• Assist in skill-based routing efforts by equipping agents with training on new products, skills, and support channels, facilitating their advancement into higher skill levels.

• Evaluate the effectiveness of learning through knowledge assessments, quizzes, certifications, practical exercises, and analysis of performance trends.

• Perform graduation evaluations and readiness assessments for new employees, providing structured coaching and developmental feedback.

• Create and sustain high-quality educational materials such as SOPs, facilitator guides, knowledge articles, playbooks, quick reference guides, presentations, and job aids.

• Develop captivating e-learning modules, interactive content, video tutorials, and digital learning resources utilizing contemporary instructional design methodologies.

• Ensure that all training materials are up-to-date and in line with client expectations, operational processes, and product changes.

• Dedicate time each week to support live player interactions to stay connected with customer issues, operational processes, escalation patterns, and emerging knowledge gaps.

• Identify learning opportunities through on-the-ground observations and propose enhancements to onboarding and ongoing education programs.

• Collaborate closely with Operations, QA, Workforce Management, Product, and Client teams to guarantee that learning initiatives align with business objectives.

• Collect feedback from learners and stakeholders to continuously refine training content, delivery methods, and the overall learning experience.

• Aid in the rollout of new processes, operational changes, and client initiatives through effective learning and change management strategies.

⛳️ Requirements

• 2–3 years of experience in Learning & Development, Training, or Instructional Design within Customer Support, Player Support, Customer Experience, BPO, or a comparable operational setting.

• Previous experience in the gaming sector or with gaming clients is strongly preferred.

• Solid grasp of adult learning theories, onboarding programs, knowledge transfer, and learning effectiveness.

• Proficient in facilitating instructor-led training in both virtual and in-person settings.

• Capability to design engaging educational materials, including presentations, e-learning modules, assessments, and training documentation.

• Strong stakeholder management skills, with a proven track record of collaborating with Operations, Quality, and Client teams.

• Exceptional verbal and written communication abilities, along with confident presentation and facilitation skills.

• Strong organizational, planning, and project management skills, able to juggle multiple priorities effectively.

• Familiarity with Learning Management Systems (LMS), SharePoint, Microsoft Office Suite, and knowledge management platforms.

• Understanding of quality metrics, CSAT/DSAT analysis, operational KPIs, and performance coaching is a plus.

• Experience in developing certification programs, learning governance, or operational readiness frameworks is advantageous.

🏝️ Benefits

• An opportunity to be part of our expanding business during an exciting phase.

• A dynamic and entrepreneurial work culture.