The NAI

Learning and Development

• Provide functional leadership, coaching, and development to Eligibility and Arbitration Trainers
• Design, develop, and implement employee learning and development programs, including e-learning, instructor-led, and virtual training solutions
• Partner with stakeholders and subject matter experts to identify learning needs, define objectives, and create training content
• Translate approved workflows into role-based courses, job aids, knowledge checks, and practice activities
• Maintain document control, accessibility, version history, and publishing dates for learning assets
• Schedule sessions, manage enrollment and completion records, and support trainers during delivery
• Collect feedback and performance evidence to improve materials with Quality and lane SMEs
• Separate materials for employees and contractors where instructions or terms differ
• Administer and support the LMS, including course deployment, testing, reporting, user enrollment, and tracking
• Coordinate virtual and live training logistics, evaluate training effectiveness, and support continuous improvement initiatives
• Create facilitator guides, job aids, workbooks, assessments, and knowledge transfer documentation
• Work across the assigned lane and with Quality, Training, Compliance, Reporting, and program leadership as needed

Instructional Designer, Training Lead

IT Support

• Support a high-volume, phone-based government contact center with a large, nationwide caller base
• Handle a continuous queue of back-to-back inbound calls
• Manage calls, emails, and chat concurrently
• Navigate multiple software systems in real time, including CRM platforms such as Salesforce, Zendesk, or ServiceNow
• Follow verification protocols before sharing caller information
• Research customer inquiries and provide accurate information consistent with program policies and procedures
• Refer callers to the program’s public website when requests fall outside the scope of direct support
• Deliver professional, courteous, and empathetic customer service while maintaining composure during difficult interactions
• Maintain accurate, organized case documentation and clear written communication meeting quality standards
• Adapt to a changing operational environment and implement feedback swiftly and effectively

Instructional Designer, Training Lead

Customer Service Representative, Intermediate Help Desk Operator