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Training & Instructional Design Specialist

Job Description

The Training & Instructional Design Specialist analyzes the training needs for client-based programs. Works closely with clients to assess, develop, and implement training materials. Designs and develops new hire programs and continuous training by project using ADDIE methodology.  Evaluates and administers alternative training methods and develops standard training materials using various multi-media formats. Assess content development effectiveness to enhance training content as needed. Partner with Operations and Clients to build knowledge checks when needed, assess results, and recommend training needed as an outcome.
The Training & Instructional Design Specialist facilitates training in several areas, including but not limited to new hire onboarding, up-training, and refresher training. Using adult learning principles the Training & Instructional Design Specialist ensures the learners are engaged and participating in training to ensure maximum learning opportunities. As needed, the Training & Instructional Design Specialist may partner with leadership to ensure Percepta’s policies and procedures while in training are followed. When not in training, the Training & Instructional Design Specialist will participate in taking calls, quality calibration sessions, and completes special projects as assigned.
The Training & Instructional Design Specialist will support both functions. The time allocated to each function will be determined based on individual program details.
Instructional Design Analysis and Evaluation
  • Conduct front-end needs analysis to identify curriculum objectives and development needs. This includes working closely with the client to identify scope, objectives, and approach of project.
  • Develop timelines and project plan for development, deliver project plan and receive approval of timeline. Conduct analysis on operational performance to identify knowledge gaps. Develop training action plans for individuals and groups based on performance needs. Using Adult Learning Principles, select the most effective instructional methods for delivery including but not limited to eLearning, self-paced, or virtual delivery methods.
  • Partner with internal and external customers identify training needs by program.
  • Partner with internal and external clients to create and edit training materials.
  • Using defined program metrics, measure the effectiveness of training. Modify content when gaps are identified
  • Provide project status updates and any risks to Training Supervisor in a timely manner. Partner with Training Supervisor to develop action plan to address risks and meet timelines.
  • Conduct post-project analysis to determine the quality of implementation and provide feedback recommending training modifications.
Design, Development and Implementation
  • Design and develop learning objectives and outcomes.
  • Design and develop facilitator and participant material for new hire and continuous training by project, using adult learning principles.
  • Design practical application scenarios including practice exercises, role plays, case studies, games and simulations.
  • Develop and maintain knowledge artifacts to be used in both training and production.
  • Develop and conduct train-the-trainer (TTT) sessions.
  • Develop evaluations of content that are linked to the performance objectives to aid in validating content effectiveness.
  • Schedule and lead regular project meetings with internal and external clients to include communication of project status and development.
  • Maintain source materials and final content in a shared location to be used for future development needs.
Training Delivery
  • Participate in “Train the Trainer” sessions conducted by the ISD and demonstrate proficiency in training before being considered certified to facilitate content.
  • Ensure all equipment and systems are in place prior to start of class, i.e., headphones, telephones, computers, and software functionality.
  • Partner with Human Resources, Quality, and Operations to schedule New Employee Orientation, and departmental presentations as needed.
  • Facilitate classes based on the objectives and agendas provided to maximize learner engagement and retention.
  • Using the adult learning principles, adapt instructional style based on learner needs.
  • Ability to analyze group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content. Ability to adapt delivery to reengage learners that are struggling.
  • Manage the set-up and breakdown of the training classroom to ensure facility is ready for training start dates and times.
Training Management
  • Maintain Agent Dashboard reporting for in class components including but not limited to attendance tracker, knowledge checks, simulated learning, and training performance metrics.
  • Review and approve weekly timekeeping of learners through onboarding and first week of Abay.
  • Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations.
  • Escalate performance issues and trends to Training Supervisor when identified and partner with Human Resources to provide details when performance management is needed.
  •  Identify to management  when participants are not meeting performance expectations
  • Facilitate transition from Training to Production by supporting first week of Abay for all lines of business.
  • Take 2-5 hours of live calls per month and receive quality feedback to demonstrate proficiency in training topics.
  • Attend 1 client calibration sessions per month
  • Associates degree required
  • 1-3 classroom facilitation experience preferred
  • 1-3 years of instructional or Curriculum Design preferred
  • Minimum 1 year Call Center experience required
  • Strong communications and presentation skills
  • Organizational skills
  • Analytical skills to review new processes and derive potential impact to program
  • Ability to create new training tools with minimal assistance
  • Ability to identify changes specific to program, disseminate information as needed, and create tools in support of new information
  • Strong listening skills
  • Strong leadership skills
  • Proven ability to perform in a fast-paced environment and with minimal supervision
  • Able to work a flexible schedule to include extended evening and weekend hours as needed
  • Ability to work in a team environment as well as autonomously
  • Ability to stand for long periods of time while delivering classroom training
  • During downtime, proactively research current training trends to apply in training
  • Strong project management
  • Ability to work with all levels of employee and management
  • Creativity
  • Ability to develop training material with short timelines
  • Detail oriented
  • Ability to prioritize business requests and self-manage workload and timelines
  • Advanced computer skills: Advanced Microsoft Word, Excel, PowerPoint, Outlook, Access, Internet and Visio, Intermediate SPSS, Microsoft Project, Advanced Adobe PageMaker and Photoshop
  • Analytical, design and development skills

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Job Snapshot

Employment Type Full-Time
Job Type Education, Training, Design
Education 2 Year Degree
Experience At least 1 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 023GL
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Training & Instructional Design Specialist

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