Instructional Design and Learning Programs for Australian Service Excellence
Redefine how learning drives business results in a high-performing Australian service environment. The Knowledge & Training Specialist role focuses on building scalable learning ecosystems that elevate performance and customer experience. Grow your global career with Emapta, designed for top 1% professionals seeking stability, innovation, and meaningful impact across international operations.
Job Overview
Employment type: Full time
Shift: Day Shift, AU Shifting (must be flexible and open to weekends, holidays, and overtime)
Work setup: Onsite, Megatower, Ortigas
Exciting Perks Await!
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- 3+ years of Learning and Development experience, with strong focus on curriculum creation and instructional design
- 3+ years of experience facilitating training for contact centreor customer service teams in a multi-channel Australian account
- Proven ability to design, develop, and deliver structured learning pathways, blended learning programs, and engaging training content
- Strong facilitation, presentation, coaching, and feedback skills, with the ability to improve individual and team performance
- Solid experience in training delivery, instructional design, and knowledge management
- Strong understanding of adult learning principles and multimodal learning methods
- Proficiency in learning technologies, training tools, and digital learning platforms
- Experience using learning data, assessments, and performance insights to measure training effectiveness and drive results
- Experience in AI conversational design or AI-powered learning solutions is an advantage
Your Key Responsibilities
Training Program Management
- Design and deliver engaging onboarding and upskilling programs aligned with Australian culture and service standards
- Build structured learning pathways to accelerate operational readiness
- Deliver targeted refreshers and coaching based on QA insights and performance data
- Manage training schedules in partnership with workforce planning
- Measure training effectiveness through KPIs, assessments, and performance outcomes
Learning Needs Analysis
- Identify capability gaps using performance metrics and stakeholder feedback
- Align learning initiatives with business priorities
- Partner with leaders to uplift individual and team performance
Collaboration & Delivery
- Maintain and continuously improve training materials, SOPs, and knowledge content
- Champion knowledge sharing and continuous learning
- Apply blended and multimodal learning approaches to ensure engagement and effectiveness
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
