Description

　　Your primary responsibility is to create great learning experiences for agents; to support them during new hire training, upskill, and other learning experiences (such as store launches, SOP changes, tool training) that provide them the resources they need to effectively do their job.

　　We improve learner capabilities and performance through continuous learning, inclusive curriculum design, localization, video-based learning, enhanced practice through case studies, proactive maintenance of our curricula, and by measuring the learner experience through Voice of Customer feedback mechanisms and curriculum evaluation.

　　Key job responsibilities

　　• Identify learning needs mapped to business outcomes by partnering with business leaders, subject matter experts (SMEs), and other key stakeholders.

　　• Determine, recommend, and document performance objectives, project instructional standards, learner engagement strategies, and evaluation plan based on the business and learner needs.

　　• Design solutions including different modalities such as classroom learning including activities, interactive eLearning, simulations, case studies, etc.

　　• Develop course content including, but not limited to, measurable performance objectives, scenarios, simulations, audio scripts, progress checks, performance evaluations, reference glossaries, and assessments.

　　• Scope or contribute to scoping effort based on the solution design.

　　• Gather, develop, and write content based on interviews with stakeholders and SMEs.

　　• Develop course material in tools such as Storyline, Rise, Xyleme, Questionmark, etc.

　　• Revise and rewrite course content based on data illustrating ROI or efficacy of learning modules.

　　• Manage learning content/updates residing on SharePoint or other content management systems.

　　• Upload, test and maintain content to an LMS.

　　• May work with vendors for larger programs to review the tooling and learning deliverables being created.

　　A day in the life

　　Adhering to the core principles of adult learning, we create learning materials that are engaging and interactive for learners to increase knowledge retention and recall. Our goal is to build comprehensive and data-driven learning interventions and assessments that will produce robust insights to inform development activities. We work with Operations, Business, Program & Training Delivery teams to identify scope of training through a standardized job-analysis process to support investigators/associates through their lifecycle. We use modalities such as instructor-led, blended, and independent learning to build quality learning experiences and periodically evaluate them to assess effectiveness.

　　About the team

　　The Learning Experience Design (LXD) team includes Learning Experience Designers (LXDs), Video Producers (VPs), Program Managers, and Managers. We provide agents with learning that will enable them to make faster decisions with zero defects. Human judgment is an integral part of our decision process. We invest in building a highly skilled, motivated workforce whose expertise is critical in the development of our systems and processes.

　　Process TrainingNew Hire: We develop foundational learning content to support new hires and help them prepare to perform the tasks and activities related to their role.

　　Upskill: Content developed to support learning for tenured associates/investigators on new set of skills defined as per the progression path.

　　Continuing Education: Content developed to support learning for associates/investigators during ramp/nesting phase and refresher learning developed to reinforce critical concepts and procedures identified through targeted analysis.

　　Business Initiatives: We consult with our stakeholders to review & identify learning needs to support business initiatives such as store launches & expansions, product and tool development, automation and machine translation, process and policy launches/updates.

　　Defect reduction: Learning solutions and consultation focused on addressing and preventing associate/investigator-controllable defects.

　　We are open to hiring candidates to work out of one of the following locations:

　　Blr, KA, IND | Hyderabad, IND | Hyderabad, TS, IND

　　Basic Qualifications

　　2+ years of program or project management experiencePreferred Qualifications

　　Experience in requirement gathering and ability to write clear and detailed requirement document