L&D, Instructional Designer and Developer - GT

Last day to apply: July 12

The Global Learning Excellence Instructional Designer/Developer is responsible for translating internal and external customer needs into high-impact learning solutions that will improve employees' and leaders' skills, knowledge, and performance in a call center environment. The Instructional Designer/Developer will utilize instructional design and performance improvement processes to design and develop high-impact learning solutions for multiple delivery methods including instructor-led, web-based, virtual classroom, and blended instruction for a variety of targeted audiences.

Main Responsibilities:

• Adheres to the standard ADDIE/SAM  methodology, while leveraging best practices in adult learning theories, for instructional design.

• Identifies and interviews subject matter experts and target audiences to determine client’s business and performance requirements.

• Determines the learning goals and identifies appropriate learning solution(s) and/or comprehensive training plan for a given situation – and varies the elements/approach of the instructional design to maintain the learner's attention and produce the most appropriate solution.

• Manages content review process which includes validating learning objectives, incorporating changes as needed into materials and course effectiveness, and ensuring final project deliverables are of the highest quality.

• Designs conduct and analyze surveys, tests, interviews, focus groups, observation procedures, sampling techniques, and reports to evaluate learning solutions.

• Completes analyses of all existing training on a specified topic and identifies improvement opportunities to improve learning effectiveness and retention.

• Works in a team environment and collaborates with other Learning and Development organization members located around the globe.

• Create and develop successful and interactive training content for both new hire groups and experienced personnel, based on the adult learning methodologies, situated learning, and learner-centered strategy. 

• Develop concise, creative, effective, and high-quality instructional materials that will balance the practice of transmitting information (pushing) vs. the Socratic practice of having the learner articulate his/her own ideas (pull) to reflect upon them and reach his/her own conclusions.

• Course deliverables include instructional design documents, objectives, video scripts, storyboards, eLearning courses, web-based training, job aids, handouts, reinforcement materials (printed and online), prototypes, software simulations, software video tutorials, instructor and participant materials. 

• Improvement and development of new standards for future learning, training, and knowledge management initiatives. 

• Attend calls with clients and SMEs to implement feedback and update training material. 

• Conduct train the trainer (T3) sessions for all internal learning initiatives. 

• Design graphics and templates for marketing materials needed for internal learning initiatives.

• Customize and manage existing learning initiatives to reflect company’s values and satisfy customer needs

Requirements:

• Excellent Internet Connection (20 MBPS Dedicated)

Qualifications: 

• Strong written and verbal communication skills

• Strong time management skills

• Strong self awareness and coachability

• Excellent facilitation and presentation skills focused on helping people learn

• Strong Ability to work independently with limited guidance and demonstrate problem solving skills

• Strong Ability to identify performance opportunities within existing training design

• Manage multiple projects simultaneously while working within aggressive timeframes

• Adhere to established work standards to ensure best in class training deliverables

• Ability to manage scope, time, budget, and collaboration and negotiation with key stakeholders.  

• Knowledge of content curation

Knowledge:

• English -  High B2 or higher:

  • Oral and written comprehension.

  • Appropriate use of language.

• Experience with skills/knowledge of the various learning enablement disciplines (e.g., instructor-led, blended learning, social learning, eLearning, knowledge management, coaching, etc)  

• Skills in HTML5 

• Development-oriented experience (e-learning, web, graphics, etc.)

• Advanced use of Microsoft Office suite

• Advanced use of Adobe eLearning suite 

• Advanced knowledge of Adobe Creative Suite

• Knowledge of Articulate software is a plus

• Video production experience is a plus  

Studies & Experience:

• Bachelor’s Degree in Instructional Design, Graphic Design, Education, Communication, Organizational Design, Industrial Psychology, or another equivalent curriculum that focuses on learning.

• Minimum of 3 years in instructional design / corporate education field, including a combination of:

  • Training design

  • Development

  • Delivery and measurement 

• A person must understand the big picture of call center performance requirements and design training to meet those needs.

• Actual work experience in a call center, a plus 

TELUS International Guatemala is a company that offers equal opportunities for everyone. We seek an inclusive work environment, where all qualified applicants will receive consideration for employment without discrimination based on any element of diversity.