Nezda Global
Key Responsibilities Design, develop, and implement training for new hires and ongoing contact center programs Create and maintain curriculum aligned with business and operational changes Apply instructional design methodologies to build effective learning solutions Develop microlearning, role-play scenarios, and interactive learning experiences Evaluate training effectiveness and measure knowledge retention Conduct peer reviews and mentor team members on instructional design practices Partner with global stakeholders (Operations, Training, Quality, Enablement) Lead projects and manage stakeholder relationships using Agile methodologies Collaborate with SMEs to develop and improve content Integrate emerging learning technologies and AI-enabled tools Ensure knowledge and training materials are up-to-date and accessible Must-Have Qualifications At least 5 years of experience in training curriculum or knowledge content development in a service/contact center environment Strong experience in instructional design and adult learning principles Proven ability to design training across ILT, virtual, and eLearning platforms Experience working in an Agile environment Strong skills in authoring tools (e.g., Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond) Solid stakeholder management and project leadership experience High School Diploma (Bachelor’s degree preferred) Good-to-Have Experience in customer service call center or healthcare industry Background in knowledge management and technical writing Instructional design or knowledge management certification Experience using AI-enabled tools for learning design
Nezda Global
