FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Learning & Development, focusing on designing and delivering effective onboarding and training programs. Proficient in utilizing adult learning principles and modern instructional design to create engaging learning materials and assess learning effectiveness.
Highest-signal resume keywords
Learning & Development ExperienceInstructor-Led Training FacilitationAdult Learning PrinciplesLearning Management Systems (LMS)Stakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Onboarding Program DesignE-Learning Module DevelopmentKnowledge Assessment CreationTraining Documentation DesignPerformance Coaching
Soft Skills
Excellent Communication SkillsStrong Planning and OrganizationProject Management Skills
Tools & Technologies
Learning Management Systems (LMS)Microsoft Office SuiteSharePointKnowledge Management Platforms
Industry Keywords
Customer SupportPlayer SupportBPOGaming IndustryCSAT/DSAT Analysis
About the role
Key responsibilities & impact- Deliver structured onboarding programs for new hires and backfill employees covering products, processes, systems, tools, quality expectations, and operational workflows.
- Design and facilitate instructor-led training, refresher programs, and micro-learning sessions based on quality trends, operational performance, new product launches, and policy updates.
- Translate QA insights, DSAT drivers, process improvements, and client requirements into practical, engaging learning interventions.
- Support skill-based routing initiatives by training agents on new products, skills, and support channels, enabling progression into higher skill tiers.
- Measure learning effectiveness through knowledge assessments, quizzes, certifications, practical exercises, and performance trend analysis.
- Conduct graduation assessments and readiness reviews for new hires while providing structured coaching and developmental feedback.
- Develop and maintain high-quality learning assets including SOPs, facilitator guides, knowledge articles, playbooks, quick reference guides, presentations, and job aids.
- Create engaging e-learning modules, interactive learning content, video tutorials, and digital learning resources using modern instructional design principles.
- Ensure all training materials remain current and aligned with client expectations, operational processes, and product updates.
- Spend dedicated time supporting live player contacts each week to remain connected with customer issues, operational processes, escalation trends, and emerging knowledge gaps.
- Identify learning opportunities through frontline observations and recommend improvements to onboarding and continuous learning programs.
- Collaborate closely with Operations, QA, Workforce Management, Product, and Client teams to ensure learning initiatives support business goals.
- Gather learner and stakeholder feedback to continuously improve training content, delivery methods, and overall learner experience.
- Support new process launches, operational changes, and client initiatives through effective learning and change management activities.
Requirements
What you’ll need- 2–3 years of experience in Learning & Development, Training, or Instructional Design within Customer Support, Player Support, Customer Experience, BPO, or a similar operational environment.
- Prior experience in the gaming industry or supporting gaming clients is highly preferred.
- Strong understanding of adult learning principles, onboarding programs, knowledge transfer, and learning effectiveness.
- Experience facilitating instructor-led training for both virtual and classroom environments.
- Ability to design engaging learning materials including presentations, e-learning modules, assessments, and training documentation.
- Strong stakeholder management skills with experience partnering across Operations, Quality, and Client teams.
- Excellent verbal and written communication skills with confident presentation and facilitation abilities.
- Strong planning, organization, and project management skills with the ability to manage multiple priorities simultaneously.
- Experience working with Learning Management Systems (LMS), SharePoint, Microsoft Office Suite, and knowledge management platforms.
- Familiarity with quality metrics, CSAT/DSAT analysis, operational KPIs, and performance coaching is advantageous.
- Experience developing certification programs, learning governance, or operational readiness frameworks is desirable.
Benefits
Comp & perks- The opportunity to join our growing business at an exciting time.
- Dynamic and entrepreneurial culture.