Learning and Development Officer

About the role

The Learning and Development Officer will translate internal and external customer needs into high‑impact learning solutions that improve skills, knowledge and performance of employees and leaders in a contact‑center environment. The role involves designing, developing, implementing and evaluating instructional materials across multiple delivery methods.

Key responsibilities

• Apply the ADDIE methodology and adult‑learning best practices to design instructor‑led, web‑based, virtual classroom and blended learning solutions.
• Interview subject‑matter experts and target audiences to gather business and performance requirements.
• Develop high‑quality instructional assets such as design documents, objectives, video scripts, storyboards, eLearning modules, job aids and reinforcement materials.
• Manage content review cycles, validate learning objectives and ensure final deliverables meet quality standards.
• Design and conduct surveys, tests, interviews and focus groups to evaluate learning effectiveness and identify improvement opportunities.

Required profile

• Minimum two years of L&D experience in a contact‑center environment.
• Adult learning and assessment certification or related curriculum‑design qualification.
• Strong analytical, problem‑solving and decision‑making abilities.
• Excellent written and verbal communication, presentation and classroom‑management skills.

Required skills

• Proficiency with Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Experience using Visio, Adobe Captivate or Articulate (or similar e‑learning authoring tools).