Description
About the Role
We are looking for a passionate and proactive Learning & Development Specialist to join our Learning team. This role is responsible for designing, delivering, and continuously improving learning programs that enable operational excellence across global Player Support teams.

You'll partner closely with Operations, Quality, Workforce Management, and Client stakeholders to ensure employees are equipped with the knowledge, skills, and behaviors needed to deliver exceptional player experiences.

The ideal candidate has prior experience in Learning & Development within Customer Support, BPO, or preferably the gaming industry, and enjoys creating engaging learning experiences in a fast-paced environment.

What You'll Be Doing
- Deliver structured onboarding programs for new hires and backfill employees covering products, processes, systems, tools, quality expectations, and operational workflows.
- Design and facilitate instructor-led training, refresher programs, and micro-learning sessions based on quality trends, operational performance, new product launches,



and policy updates.
- Translate QA insights, DSAT drivers, process improvements, and client requirements into practical, engaging learning interventions.
- Support skill-based routing initiatives by training agents on new products, skills, and support channels, enabling progression into higher skill tiers.
- Measure learning effectiveness through knowledge assessments, quizzes, certifications, practical exercises, and performance trend analysis.
- Conduct graduation assessments and readiness reviews for recent hires while providing structured coaching and developmental feedback.
- Develop and maintain high-quality learning assets including SOPs, facilitator guides, knowledge articles, playbooks, quick reference guides, presentations, and job aids.
- Create engaging e-learning modules, interactive learning content, video tutorials, and digital learning resources using modern instructional des

📌 Trainer (L&D Specialist) (Bengaluru)
🏢 SIDE
📍 Bengaluru