Trainer, L&D Specialist

• Deliver structured onboarding programs for new hires and backfill employees covering products, processes, systems, tools, quality expectations, and operational workflows.
• Design and facilitate instructor-led training, refresher programs, and micro-learning sessions based on quality trends, operational performance, new product launches, and policy updates.
• Translate QA insights, DSAT drivers, process improvements, and client requirements into practical, engaging learning interventions.
• Support skill-based routing initiatives by training agents on new products, skills, and support channels, enabling progression into higher skill tiers.
• Measure learning effectiveness through knowledge assessments, quizzes, certifications, practical exercises, and performance trend analysis.
• Conduct graduation assessments and readiness reviews for new hires while providing structured coaching and developmental feedback.
• Develop and maintain high-quality learning assets including SOPs, facilitator guides, knowledge articles, playbooks, quick reference guides, presentations, and job aids.
• Create engaging e-learning modules, interactive learning content, video tutorials, and digital learning resources using modern instructional design principles.
• Ensure all training materials remain current and aligned with client expectations, operational processes, and product updates.
• Spend dedicated time supporting live player contacts each week to remain connected with customer issues, operational processes, escalation trends, and emerging knowledge gaps.
• Identify learning opportunities through frontline observations and recommend improvements to onboarding and continuous learning programs.
• Collaborate closely with Operations, QA, Workforce Management, Product, and Client teams to ensure learning initiatives support business goals.
• Gather learner and stakeholder feedback to continuously improve training content, delivery methods, and overall learner experience.
• Support new process launches, operational changes, and client initiatives through effective learning and change management activities.

Requirements

• 2–3 years of experience in Learning & Development, Training, or Instructional Design within Customer Support, Player Support, Customer Experience, BPO, or a similar operational environment.
• Prior experience in the gaming industry or supporting gaming clients is highly preferred.
• Strong understanding of adult learning principles, onboarding programs, knowledge transfer, and learning effectiveness.
• Experience facilitating instructor-led training for both virtual and classroom environments.
• Ability to design engaging learning materials including presentations, e-learning modules, assessments, and training documentation.
• Strong stakeholder management skills with experience partnering across Operations, Quality, and Client teams.
• Excellent verbal and written communication skills with confident presentation and facilitation abilities.
• Strong planning, organization, and project management skills with the ability to manage multiple priorities simultaneously.
• Experience working with Learning Management Systems (LMS), Share Point, Microsoft Office Suite, and knowledge management platforms.
• Familiarity with quality metrics, CSAT/DSAT analysis, operational KPIs, and performance coaching is advantageous.
• Experience developing certification programs, learning governance, or operational readiness frameworks is desirable.
• Core Competencies

Demonstrates expertise in Learning & Development, focusing on designing and delivering effective onboarding and training programs.

Proficient in utilizing adult learning principles and modern instructional design to create engaging learning materials and assess learning effectiveness.

• Highest-signal resume keywords
• Learning & Development Experience
• Instructor-Led Training Facilitation
• Adult Learning Principles
• Learning Management Systems (LMS)
• Stakeholder Management
• ATS Optimization Keywords
• Hard Skills
• Onboarding Program Design
• E-Learning Module Development
• Knowledge Assessment Creation
• Training Documentation Design
• Performance Coaching
• Soft Skills
• Excellent Communication Skills
• Strong Planning and Organization
• Project Management Skills
• Industry Keywords
• Customer Support
• Player Support
• BPO
• Gaming Industry
• CSAT/DSAT Analysis
• Tools & Technologies
• Learning Management Systems (LMS)
• Microsoft Office Suite
• Share Point
• Knowledge Management Platforms
• #J-18808-Ljbffr