Trainer, L&D Specialist

🔥 12 hours ago

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Side

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2019

🛍️ eCommerce

🏪 Marketplace

🛒 Retail

eCommerce • Marketplace • Retail

Side is

📋 Description

• 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

• 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

• The opportunity to join our growing business at an exciting time. • Dynamic and entrepreneurial culture.