Description and Requirements
oAdhere to the standard ADDIE and AGILE methodology, while leveraging best practices in adult learning theories, for instructional design and development
oComplete analysis of all existing training on the specified topic and identify improvement opportunities to improve learning effectiveness and retention
oDesign, conduct and analyze surveys, tests, interviews, focus groups, observation procedures, sampling techniques, and reports to evaluate learning solutions
oDevelop concise, creative, effective, and high-quality instructional materials. Vary the elements / approach of instructional design to maintain learner engagement and knowledge retention
Module deliverables include design documents, objectives, run times, job aids, reinforcement materials, instructor and participant materials that may also be uploaded to the Knowledge Base.
Ensure training is innovative, engaging, and appealing to the intended target audience
oDevelop and maintain project plans, schedules, and communications including status reporting, reports, and stakeholder management
oIdentify and manage issues and risks; escalate appropriately to the manager of TIP Managed Learning Services any issues or risks that could severely impact the project cycle
oPrepare reports by collecting, analyzing, and summarizing data and trends.
oWork closely with subject matter experts when creating content : secure knowledge transfer, review sessions and approval cycles with TELUS SME
oDevelops and implements strategies to improve the effectiveness of learning modules (both existing and new)
oAdhere to the GLSS standard project turnaround time of 1 : 38 (1 hour of training has a maximum 38 hours of design and development effort allocation, which includes discovery call, resource gathering, research, knowledge transfer sessions, process mapping, design, development, client review, and client approval)
oCoordinate and collaborate with key stakeholders such as the client, operations, and training to stay up to date with new processes, regions, and modalities that need IDD support
oTransition new learning materials to the Knowledge Base writer / Knowledge Base Administrator for Knowledge Base use
oSchedule weekly calls with client and key stakeholders to provide status updates and discuss weekly milestones; as well as set and confirm priorities with regards to project requirements
oDevelop a network of contacts throughout the organization to determine other TELUS CLS-related opportunities
oAdhere to expected hours of operations, and work alongside with other TELUS CLS support groups in TIP Discovery Center.
oAdhere to expected hours of operations and work-from-home policies during lockdown.
Additional Job Description
Job Summary The GLSS - Managed Learning Services Instructional Designer-Developer for TELUS is responsible for translating customer needs into high-impact learning solutions that will improve the skills, knowledge, and performance of employees and leaders in a call center environment.
The IDD will utilize instructional design and performance improvement processes to analyze, design, develop, implement, and evaluate instructional materials and performance improvement programs that are aligned with business needs.
The instructional designer has ownership of all assigned instructional materials to ensure that instructional quality is built into final project deliverables.
The instructional designer designs and develops high-impact learning solutions for multiple delivery methods including instructor-led, web-based, virtual classroom, and blended instruction for a variety of targeted audiences.
The instructional designer will work closely with TELUS stakeholders : Client SME, trainers, Knowledge Base writer, Operations stakeholders and reports to the manager of Global Learning Shared Services - Instructional Design.
This role will be based in TELUS International Philippines Discovery Center, with occasional travel to other TIP sites such as Market Market! once face-to-face reporting is allowed.
During lockdown, all IDDs will be working from home.