Senior Instructional Designer & Multimedia Training Specialist

Training SpecialistTraining Specialist designs the training interventions required to execute the organization's learning strategy, ensuring employees and partners have the skills needed to support products, technical troubleshooting, compliance/complaint handling, customer service, and quality assurance behaviors. Partners with subject matter experts to design, implement, evaluate, and administer global Customer Experience training programs delivered through a mix of document based, video/audio, and interactive media formats.Position Responsibilities:Apply advanced knowledge and skills in the design, development, and delivery of training programs, informed by training needs analyses and stakeholder inputDesign, resource, and deliver learning solutions—including eLearning, ILT, virtual sessions, workshops, TTT, and structured OJT—that align with organizational goalsEstablish and maintain global LMS structure, version control, compliance tracking, and adherence to LMS policies across regions.Develop and integrate knowledge checks and evaluations to ensure comprehension and continuous learningCoordinate training compliance and record keeping across all Customer Service teams, including regional and BPO teamsCollaborate with SMEs to ensure content accuracy, completeness, and alignment with quality/regulatory requirements in a highly regulated environmentManage vendor resources supporting content development, ensuring adherence to standards, timelines, and quality expectationsMonitor, evaluate, and report on training program effectiveness; maintain program and individual training recordsApply continuous improvement practices to global training materials, processes, and systemsStay current with innovations in learning, education, instructional design, and learning technologiesReports to Manager, Global Customer Service LearningOwns global curricula from needs assessment through recommendation, design, build, delivery, and evaluation**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**