We are seeking an Instructional Designer to join our Global Quality Transformation team. This role serves as a critical enabler of our Global Coaching Strategy, responsible for designing, building, and maintaining the scenario library that powers coaching role-plays, calibration sessions, and coaching triad programs. You will translate real-world performance challenges into structured role-play experiences—both human-facilitated and AI-driven—to measurably improve coaching effectiveness and SMART goal quality.
Key Responsibilities
- Scenario Design & Mapping: Design and build a comprehensive library of coaching role-play scenarios mapped to master skills, KPI categories, and industry verticals. Develop scenario variants that reflect realistic Team Leader-Team Member conversations and maintain AI role-play scenarios within platforms like Fuel Ix.
- Coaching Calibration Program: Own the monthly coaching calibration program across all accounts. Develop calibration rubrics, observer guides, and scoring frameworks aligned to the Brilliant Coaching 5E session structure and SMART methodology.
- Coaching Triad & Forum Support: Design feedback frameworks for Coaching Triads and Quadjack sessions. Produce reusable content packs for Strategic Coaching Forums, including discussion prompts and case studies to reinforce specific technique improvements.
- Cross-Functional Enablement: Serve as the subject-matter expert on scenario design, partnering with L&D and the Coaching Copilot technology team to improve the quality of AI-generated coaching scripts and onboarding scenarios.
Qualifications
- 3–5 years of experience in coaching, L&D, instructional design, or operations quality within a contact center or BPO environment.
- Hands-on experience with the Brilliant Coaching methodology, 5E framework, and coaching skills development programs.
- Familiarity with AI role-play tools (e.g., Easy Coach, Team Leader Trainer Copilot).
- Strong ability to interpret performance data, map skills, and facilitate virtual calibration sessions.
- Bachelor's degree in Education, Human Resources, Business, or a related field preferred.
