Company Description Etech Global Services delivers customer experience solutions and proprietary AI technology to Fortune 500 organizations in telecommunications, healthcare, financial services, and retail. Since its founding in 2003, Etech has grown from a single Texas facility with 400 employees to nearly 4,000 team members across seven locations in three countries, managing over 200 million customer interactions annually. Through its ETS Labs division, Etech operates as an AI technology developer, processing more than two billion conversations each year via quality analytics and handling one million voice AI interactions per month.

Its core technology product, QEval™, is a quality management platform providing 100 percent interaction coverage and was recognized by ICMI in 2025 as Best New Technology Solution. Etech maintains SOC 2 Type II, ISO 27001, PCI-DSS, and HIPAA certifications and is certified as a minority-owned business enterprise, reflecting its commitment to security, compliance, and inclusion.

Role Description This is a full-time, in office Instructional Designer role based in Gandhinagar.

The Instructional

Designer will design, develop, and update training programs and learning materials for contact center teams and corporate functions, aligning content with business goals and performance metrics. Daily responsibilities include conducting needs assessments, defining learning objectives, creating curricula, and building digital and instructor-led training modules using appropriate instructional design methodologies. The role involves collaborating with operations, quality, and technology teams to gather requirements, integrate AI-driven insights, and ensure training content remains current and accurate.

The Instructional

Designer will also support implementation in learning management systems, track learner progress, measure training effectiveness, and recommend improvements based on data and stakeholderThe Instructional Designer designs, builds, and delivers engaging, effective learning experiences — including simulations, e-learning content, and tool/systems training — that improve agent performance and support business outcomes across BPO, enterprise, and other customer programs. This role turns raw source material of almost any kind — a concept raised in a meeting, an idea, an audio or video recording, a Standard Operating Procedure (SOP), a QA form/scorecard, or existing training content — into fully built, production-ready learning assets, whether that’s an interactive simulation, an e-learning module, a job aid, or a live tool-training session. The role combines learning science, instructional strategy, content development,



and quality assurance to ensure every asset accurately reflects real agent workflows and is calibrated to the learner it’s built for — a brand-new agent, a tenured agent, a job candidate, or an emerging leader.

Key Responsibilities

1. Learning & Simulation Strategy

- Conduct needs analyses with customers, and subject matter experts (SMEs) to identify performance gaps and define learning objectives for each program.
- Apply adult learning principles, cognitive psychology, and instructional design models (e.g., ADDIE, SAM, Agile Learning Design) to plan the right mix of simulation, e-learning, and tool training for each request.
- Sit in on or review customer and internal meetings to capture a simulation- or course-worthy concept directly from conversation, translating a spoken idea into a structured build plan without needing a formal script.
- Identify gaps, ambiguities, or missing steps in source material (recordings, SOPs, QA forms, etc.) and proactively follow up with stakeholders before build begins.
- Design storyboards, scripts, and prototypes across delivery methods — digital, classroom, blended, and simulation-based.

2. Simulation Design & Build

- Convert varied input formats (audio, video, text, SOP, QA form) into a structured simulation flow: scenario, learning objectives, branching logic, prompts, and scoring criteria.
- Build simulations end-to-end — call-flow, chat/email, screen-based system, role-play formats, and tool training.
- Tailor the build approach to the intended audience and use case: New Hire Onboarding, Ongoing Coaching for tenured agents, Pre-Hire Assessment for candidates, or Leadership Development (coaching conversations, performance reviews, escalation handling).
- Integrate emerging technologies and interactive methods such as scenario-based learning and gamification where they improve outcomes.

3. Content & Course Development

- Develop high-quality learning materials beyond simulations, including e-learning modules, instructor-led (ILT) and virtual instructor-led (vILT) training, microlearning, facilitator guides, job aids, and assessments.
- Use authoring tools such as Articulate 360, Adobe Captivate, Camtasia, or similar to produce polished content.
- Ensure accessibility (Section 508/WCAG) and mobile optimization across all materials.
- Write explicit, concise,



engaging instructional copy matched to the audience’s tone and complexity.

4. Tool & Systems Training

- Design and deliver training on the software tools and systems agents use day to day (e.g., CRM, order management, knowledge base, or client-proprietary systems), in addition to process- and conversation-based simulations.
- Build simulations and job aids that accurately replicate real tool workflows and screens, so practice time transfers directly to the live environment.
- Support new-program and new-client launches by building the tool-specific training agents need alongside process and soft-skills content.

5. Quality Assurance & Validation

- QA every simulation and content asset prior to release: test all paths/branches, validate scoring logic against the source QA form or SOP, and confirm accuracy against the real-world process or tool it models.
- Confirm difficulty, pacing, and complexity are calibrated correctly for the target learner — new agent vs. tenured agent vs. candidate vs. leader.
- Partner with stakeholders during pilot/UAT to gather feedback and revise before go-live.
- Maintain a QA checklist/tracker for all builds and manage version control as content is updated.

6. Measurement & Evaluation

- Define success metrics and design evaluations based on models such as Kirkpatrick or Phillips ROI.
- Analyze learner feedback, performance data, and business outcomes to continuously improve simulations and learning programs.
- Recommend revisions or new approaches to improve learning effectiveness and retention.

7. Cross-Functional Collaboration & Project Management

- Work closely with request owners, support department, learning technologists, graphic designers, and multimedia specialists to produce cohesive learning experiences.
- Understand each account’s use case, agent population, and business goals for every request — whether the customer is a BPO, an enterprise team, or another program type.
- Collaborate with Product and Engineering to flag platform gaps or feature requests that would improve build efficiency or fidelity.
- Manage multiple projects simultaneously, meeting deadlines and quality standards; maintain organized documentation and version control in the LMS or project platform.
- Support Sales and Pre-Sales with example or demo simulations/content as needed.

8. Documentation & Continuous Improvement

- Maintain a library of templates, build standards, and reusable components across simulations, e-learning, and tool-training assets.
- Document build decisions and QA outcomes for audit and handoff purposes.

- • Contribute to evolving best practices for converting each content type (audio, video, SOP, QA form, freeform concept) into finished learning assets.

📌 Instructional Designer (Gandhinagar)
🏢 Etech Global Services
📍 Gandhinagar