Job Description

Work Location: Bridgetown, QC

Work Setup: 100% Onsite

Schedule: 9pm - 6am

As a Content Developer (Instructional Design and Knowledge Author), you'll play a key role in crafting and delivering engaging learning materials for new hires and ongoing training. You'll also help create valuable knowledge management content for the Contact Center within the Service Operations team, ensuring everyone has the resources they need to succeed.

Job Requirements:

• College Level; Bachelor’s Degree preferred
• At least 5 years of experience developing training curriculum or knowledge content for a service center environment.
• Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc.
• Strong PC and MS Office skills.
• Instructional design or knowledge management certification, preferred.
• Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred
• Exposure to Knowledge management and technical writing preferred.
• Demonstrated success with business writing and presentation skills
• Understanding of customer contact center operations.
• Ability to incorporate the principles of adult learning into training curricula utilizing instructor-led, virtual and eLearning platforms.
• Ability to bring innovative thought process to curriculum design and curation
• Ability to convey complex information and scenarios into meaningful, effective training course material.
• Excellent communication skills (verbal, written, and presentation) at all levels of the organization.
• Experience working in a fast-paced Agile environment.
• Understanding of the Principles of Adult Learning
• Experience implementing training programs and building strong relationships and consensus.

Main Responsibilities:

• Learning Content Design:
• Create, implement, and maintain course content for new hire and ongoing contact center training.
• Apply instructional design methodologies to optimize learning approaches and measure training success.
• Develop engaging micro-learning courses and scalable role-play scenarios aligned with curricula.
• Design learner evaluations to assess knowledge retention across instructor-led, virtual, and eLearning formats.
• Mentor and conduct peer reviews on instructional design deliverables; share knowledge through enablement sessions.
• Leverage emerging AI-enabled learning technologies to enhance training efficiency and engagement.
• Project & Relationship Management:
• Collaborate with global teams to gather feedback, assess needs, and develop impactful, time-efficient learning solutions.
• Partner with leadership and business stakeholders to identify improvement opportunities in soft skills, competencies, and technical knowledge.
• Utilize Agile methods to update curricula based on product, system, and process changes.
• Lead large projects, manage stakeholders, and communicate effectively at all management levels.
• Work closely with SMEs to enable content delivery, collect feedback, and implement improvements, aligning with Service Operations strategy.
• General Safety and Security:
• Safeguard organizational assets by adhering to Quality Information Security Management System principles.
• Ensure confidentiality, integrity, and availability of critical business information.