Instructional Designer & Curriculum Specialist

Job Summary:

Own the design, development, and maintenance of accurate, accessible learning resources across NET programs. Translate client requirements, operational processes, and performance gaps into practical curricula that prepare employees for successful job performance.

Primary owner of curriculum architecture, learning objectives, instructional materials, assessment design, content version control, and published LMS course content.

Key Responsibilities:

Learning needs and instructional design

• Partner with Operations, Quality Assurance, and program subject matter experts to identify knowledge and skill gaps and define measurable learning objectives.
• Design new hire, cross-training, refresher, process-change, and remediation curricula using adult learning principles and job-relevant practice.
• Select appropriate delivery methods, including facilitated instruction, guided practice, digital learning, and reference materials; distinguish training needs from process or system issues.

Curriculum development and governance

• Create facilitator guides, participant materials, workbooks, job aids, process maps, scenarios, simulations, and knowledge and skill assessments.
• Develop instructional videos and interactive digital content using approved tools. Build, upload, and maintain approved LMS courses and learning paths.
• Validate technical accuracy with designated subject matter experts and obtain required client, Compliance, or leadership approval before publication.
• Maintain the controlled source repository, review dates, revision history, and content release notices; archive superseded materials and keep curricula and job aids aligned.

Evaluation and trainer enablement

• Use learner feedback, assessment results, QA trends, and operational input to prioritize revisions and evaluate learning effectiveness.
• Conduct train-the-trainer sessions and provide implementation guidance, answer keys, and evaluation criteria to delivery staff.
• Maintain a prioritized development backlog, estimate effort, communicate dependencies, and support assigned launches and process changes.

The Training Facilitator owns routine classroom delivery and learner readiness documentation. The Training and Performance Support Specialist owns ongoing refresher and remediation delivery, training coordination, and learner completion records. This role provides scheduled facilitation or subject matter support as assigned; recurring class coverage must be coordinated to preserve planned development capacity.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred Skills:

• Minimum three years of corporate training, adult education, or related instructional experience, including demonstrated curriculum development experience.
• Experience producing facilitator guides, job aids, assessments, and scenario-based learning materials; ability to provide relevant work samples.
• Strong writing, editing, process analysis, organization, and stakeholder collaboration skills; proficiency with Microsoft Office and digital learning tools.

Key Qualifications:

• Associate degree or higher in education, instructional design, communications, organizational development, or a related field; an equivalent combination of education and experience is considered.
• Contact center or multi-program experience; LMS course development, eLearning authoring, instructional video, and process-mapping experience.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.