Instructional Design Specialist

Role Summary

The Junior Instructional Designer supports the development, maintenance, and execution of training and enablement programs across multiple service lines within a regulated healthcare and pharmaceutical environment. This role focuses on translating defined workflows, system updates, and operational requirements into clear, structured training materials that enable frontline performance while maintaining compliance and quality standards.

Key ResponsibilitiesTraining Content Development and Execution

• Develop and update training materials including onboarding content, process documentation, job aids, and knowledge base articles based on defined workflows and direction from Senior Instructional Designers and stakeholders.

Content Maintenance and Accuracy

• Ensure all training materials remain current, accurate, and aligned with CLIENT systems, workflows, and regulatory requirements.

• Support rapid updates in response to process or system changes.

Operational Training Support

• Assist in onboarding, refresher training, and continuous learning initiatives to ensure consistent delivery and understanding across teams.

Documentation and Knowledge Management

• Create and maintain structured documentation including SOPs, process flows, and knowledge base content, ensuring audit readiness and ease of access.

Collaboration with Operations and QA

• Work closely with QA, Operations, and WFM teams to incorporate feedback into training materials and support performance improvement initiatives.

Learning Tools and Systems Utilization

• Utilize LMS platforms, documentation tools, and content development systems to build, manage, and distribute training materials efficiently.

Experience and Qualifications

• 1 to 3 years of experience in instructional design, training, content development, or operations support within contact center or service environments.

• Demonstrated C1-level English communication proficiency, with strong written and verbal communication skills required for developing clear and effective training content.

• Familiarity with LMS platforms, documentation tools, and foundational instructional design principles.

• Experience in healthcare, pharma, or regulated environments preferred.

Measures of Success

• Alignment with CLIENT stakeholders on defined training deliverables, timelines, and content accuracy, with consistent and reliable support of:

• Onboarding

• Training execution

• Operational readiness