Instructional Designer

As the Instructional Designer, you will play a crucial role in shaping the learning experiences for our local employees and clients. This role involves creating, designing, and delivering engaging and effective bilingual learning materials, courses, and programs that empower our employees and clients to succeed in their roles and contribute to our mission of delivering outstanding customer experiences. This includes working with subject matter experts to identify training needs, developing instructional materials, localizing and translating operational frameworks and SOPs bi-directionally (English ↔ Spanish) to bridge agent comprehension gaps, and evaluating the effectiveness of learning outcomes.. Key Duties Create and design engaging learning content, including e-learning modules, instructor-led training materials, job aids, videos, and assessments. Collaborate with subject matter experts to develop comprehensive training programs and curricula tailored to the specific needs of various teams and departments. Apply instructional design principles to ensure that training materials are learner-centric, interactive, and aligned with adult learning theories. Utilize multimedia tools and software to enhance the effectiveness of training materials, incorporating visual elements, animations, and simulations. Manage and maintain content within the Learning Management System (LMS), ensuring accurate tracking of training completion and reporting. Create assessments and evaluations to measure the effectiveness of training programs and make necessary adjustments for continuous improvement. Stay up to date on the latest trends in instructional design and technology. Translate, adapt, and localize operational SOPs, job aids, and training modules bi-directionally (English ↔ Spanish) for LATAM and global agents without altering core process integrity. Collaborate with local site trainers, operations leads, and client SMEs to identify process comprehension gaps among Spanish-speaking agents and build targeted learning interventions. Maintain a bilingual repository of learning assets to streamline onboarding and relieve leadership of manual translation tasks. Key Competencies Instructional Design Expertise: Proven experience in instructional design methodologies and best practices. Content Development: Strong proficiency in creating engaging and interactive learning materials. Communication: Excellent written and verbal communication skills to collaborate effectively with subject matter experts and stakeholders. Project Management: Ability to manage multiple projects, meet deadlines, and prioritize tasks effectively. Technical

Skills:
Proficiency in instructional design software, multimedia tools, and learning management systems. Bilingual Communication & Translation: Native or professional fluency in both Spanish and English (written and verbal), with the ability to accurately translate complex technical and SOP language. Content Localization: Ability to adapt instructional content culturally and linguistically to maximize agent comprehension and engagement globally