About this role
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
As a Content Developer (instructional designer), this position is responsible for supporting the design, development and implementation of new hire and on-going learning content to enable critical business priorities and elevate staff performance levels in a dynamic and changing environment Job title:
Content Developer Lead Analyst - Instructional Design Job Description:
Education: High School Diploma, bachelor’s degree preferred.
Experience: 5+ years of experience developing training curriculum or knowledge content for a service center environment.
Mandatory Skills: • 5+ years of experience developing training curriculum or knowledge content for a service center environment. • High School Diploma, bachelor’s degree preferred. • Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc. • Strong PC and MS Office skills. • Instructional design or knowledge management certification, preferred. • Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred • Exposure to Knowledge management and technical writing preferred.
Preferred Skills: • Demonstrated success with business writing and presentation skills • Understanding of customer contact center operations. • Ability to incorporate the principles of adult learning into training curricula utilizing instructor-led, virtual and eLearning platforms. • Ability to bring innovative thought process to curriculum design and curation • Ability to convey complex information and scenarios into meaningful, effective training course material. • Excellent communication skills (verbal, written, and presentation) at all levels of the organization. • Experience working in a fast-paced Agile environment. • Understanding of the Principles of Adult Learning. • Experience implementing training programs and building strong relationships and consensus.
Roles & Responsibilities: DUTIES & RESPONSIBILITIES:
Learning Content (Instructional) Design: • Design, develop, implement and evaluate course content for new hire contact center training curriculum • Design, develop and implement course content for ongoing training programs for contact center roles. • Perform ongoing curriculum maintenance as needed to ensure training materials are current and documentation is available in a secure shared location. • Use instructional design methodologies to determine the best learning approach for addressing business needs and determine methods to measure success of the programs • Experience and ability to measure the success of training or knowledge content using proven Instructional Design methodologies. • Proven ability to create engaging innovative micro-learning courses in a fast-paced environment. •Develop scalable role play scenarios and integrate them into training curricula, ensuring time efficiency and alignment with other learning materials • Develop written and verbal learner evaluations to measure and reinforce knowledge retention • Ideate, design, and create interactive learning experiences to enhance associate training across instructor led, virtual, and eLearning platforms • Mentor and coach others on Instructional Design methodologies. • Conduct peer reviews of training and knowledge deliverables • Transfer instructional design skills and knowledge through structured enablement and knowledge‑sharing sessions, as required to meet business needs. • Explore, pilot, and prove, and apply emerging learning technologies using enterprise AI‑enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact. Project/Relationship Management: • Partner with global Operations, Training, Quality, and Enablement teams to establish closed‑loop feedback mechanisms, maintain regular needs‑assessment cadence, and design time‑efficient learning solutions that maximize impact within limited training durations. • Build partnerships with leadership to understand and determine opportunities for improvement in learning programs, including soft skill and competency development as well as technical knowledge and proficiency. • Develop strong relationships with our business partners to implement and assist in curriculum development for Service Operations. • Using Agile methodologies, identify changes in products, systems, and processes that impact training and update the curriculum as needed with these changes. • Lead large-scale projects and coordinate with internal and external stakeholders. • Lead in assessing business needs and determining the scope of projects. • Communicate and work effectively with all levels of management. • Builds effective partnerships with SMEs to enable content delivery, collect feedback, and implement lessons learned. • Embrace the Service Operations service strategy and keep curricula up to date with the changes in the business strategy and direction General Safety and Security • Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS). • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
Location:
Quezon City, Bridgetowne GBF Center 1Philippines