Design, develop, and manage training materials (e-learning, videos, infographics, deck briefing, etc.).
Create scripts for training content, video tutorials, knowledge materials, and agent communication
Develop simplified and practical learning materials (e.g., decks, guides, cheat sheets, videos) based on agent feedback and performance gaps.
Deliver and facilitate training sessions, both online and offline.
Maintain and optimize the Knowledge Management System (KMS) for accessibility and efficiency.
Evaluate learning effectiveness and improve content based on feedback.
Ensure that training content is accurate, up-to-date, and aligned with business and compliance requirements.
Conduct content quality reviews and suggest enhancements for better learning impact.
Monitor and report on the impact of content changes on performance metrics.
Collaborate with stakeholders to align learning and knowledge management with business needs.
Requirements
Minimum Bachelor's degree
Have good analytical skills, can think critically, and can work independently or in a team
Minimum 1-2 years of experience in instructional design, content development, or knowledge management.
Strong skills in scriptwriting and visual communication for training materials.
Proficiency in KMS, and e-learning tools (Articulate, Google Sites, Canva).
Strong analytical, problem-solving, and project management skills.
Familiar with content review and analytics tools (e.g., Google Analytics, web management dashboards, or similar platforms) to evaluate and analyze content performance.
Excellent communication, training facilitation, and stakeholder collaboration abilities.
