Purpose of the Role

To design, develop, and deliver high-quality training content aligned with current industry practices and client expectations for Call Center Operations (BPO Voice/BPO NonVoice/HelpDesk/ServiceDesk). The SME will also build trainer capability, audit training delivery, and ensure learner outcomes are effectively met for the said domain.

Key Responsibilities

• Content Development & Design
• Design comprehensive training modules for topics such as:
• Voice and Accent (US and UK)
• Telephone Etiquette, Chat Etiquette, Helpdesk protocols
• ITIL Foundations, Incident/Service Request Handling
• Ticketing Tools (e.g., ServiceNow)
• Remote Support Tools (e.g., RDP, AnyDesk)
• Basic Networking, Hardware Troubleshooting
• Email & Communication Protocols
• Windows OS Fundamentals
• Create trainer-friendly lesson plans, visual aids, assessments, and participant handbooks.
• Continuously revise content based on industry updates, feedback, and placement partner needs.
• Trainer Enablement & Quality Assurance
• Conduct “Train the Trainer” (TTT) sessions for in-house and external trainers.
• Assess and certify trainers based on content delivery, technical depth, and learner engagement.
• Monitor training effectiveness via periodic audits, feedback loops, and learner assessments.
• Learner Experience & Assessment
• Design formative and summative assessments (quizzes, case studies, role plays) to evaluate knowledge retention and practical application.
• Review learner outcomes to ensure training effectiveness and make iterative improvements.
• Market & Client Alignment
• Stay updated on trends in the BPO/Callcenter industry, IT Service Desk operations, certifications, and technologies.
• Liaise with placement partners, and industry experts to ensure course relevance.
• Customize training content based on regional hiring requirements and learner profiles.
• Internal Collaboration
• Coordinate with LMS and tech teams for uploading and managing e-content on platforms like ELITE.
• Work closely with the L&D team, Center Managers, and Training Managers for execution and reporting.
• Ensure 100% adherence to timelines and task tracking on tools like Asana.
  
  

Qualifications & Experience

• Graduate in IT/Computer Science or related fields. ITIL Certification is a plus.
• 5–8 years of experience in any Call center roles, IT Service Desk roles, technical support, or IT training.
• Prior experience in instructional design, trainer development, or L&D is preferred.
  
  

Skills Required

• Strong command of ITes fundamentals, Call Center lingos, IT Service Desk fundamentals and tools.
• Excellent content writing and instructional design capabilities.
• Good facilitation, communication, and team management skills.
• Proficiency in using LMS platforms and tracking training metrics.
• Ability to simplify technical concepts for freshers and non-tech learners.
  
  

Growth Path at EduBridge

Sr. SME → L&D Manager → Sr. Manager – L&D → GM – L&D (Content Development)

Core Values at EduBridge

• Ethics – Operate with integrity in all dealings.
• Teamwork – Collaborate respectfully across teams.
• Learner First – Design programs that transform careers.
• Quality – Deliver excellence in every training experience.