Senior Contact Center Performance Development Designer

Location: Remote-USA

Salary: $60,500–$77,100 per year

Company

hirify.global is a payments credit union service organization and fintech solutions provider serving financial institutions across North America.

What you will do

• Identify knowledge gaps and design, develop, and implement measurable training solutions for contact center operations.
• Collaborate with subject matter experts and leadership to create instructor-led training, gaming modules, self-paced learning, job aids, and reference guides.
• Analyze operational reports, learning platform data, service levels, quality metrics, and representative performance to evaluate learning effectiveness.
• Coach and mentor representatives, conduct call calibrations, review errors, provide feedback, and support performance reviews.
• Partner with supervisors and supporting departments to implement process improvements and improve quality, efficiency, and cost effectiveness.
• Demonstrate learning platform reporting, maintain training records, and communicate progress and recommended changes to stakeholders.

Requirements

• High school diploma or G.E.D. required.
• At least three years of customer service experience; experience in credit card, bill pay, branch services, or lending is preferred.
• Strong experience designing curriculum and training content, preferably in an operational or corporate setting.
• Strong understanding of adult learning principles and instructional design methodologies.
• Proficiency with e-learning authoring or gaming tools such as Articulate, Captivate, or Lemonade.
• Strong communication, analytical, problem-solving, project management, and quantitative skills.

Nice to have

• Degree in instructional design, education, training and development, or a related field.
• Certification in instructional design or a related field.

Culture & Benefits

• Remote-first and flexible work environment focused on belonging, psychological safety, and collaboration.
• Medical, dental, vision, life, disability, supplemental insurance, telemedicine, HSA, and FSA benefits.
• Paid time off, 12 paid holidays, family care leave, parental leave, and community volunteer time off.
• 401(k) with employer match, tuition reimbursement, wellness program, and employee assistance program.
• This role is not eligible for visa sponsorship.