Trainer (L&D Specialist)

About the Role

We are looking for a passionate and proactive Learning & Development Specialist to join our Learning team. This role is responsible for designing, delivering, and continuously improving learning programs that enable operational excellence across global Player Support teams.

You'll partner closely with Operations, Quality, Workforce Management, and Client stakeholders to ensure employees are equipped with the knowledge, skills, and behaviors needed to deliver exceptional player experiences.

The ideal candidate has prior experience in Learning & Development within Customer Support, BPO, or preferably the gaming industry, and enjoys creating engaging learning experiences in a fast-paced environment.

What You'll Be Doing

• 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.

What You'll Bring

• 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.
  

PS:- This will be a remote support role but work hours would be rotational (including US/night shift)