Card Issuing Contact Center Learning & Development Specialist — Hybrid, Warsaw, Poland

Overview

Own learning materials, operational training and knowledge management for teams handling card payment disputes and customer service. Coordinate updates to training content with quality assurance, compliance and contact-center stakeholders.

Requirements

• At least four years of experience in learning and development, instructional design or corporate training in an operational environment.
• Proficiency creating and updating e-learning content with Articulate Storyline and Articulate Rise.
• Experience with graphic design or visual communication tools such as Canva or Google Slides.
• Ability to plan and manage complete instructional programs, including facilitation, training materials and content quality controls.
• Experience maintaining relationships across internal subject-matter experts and external delivery partners.
• Strong organization, judgment and ability to manage competing deadlines.
• Willingness and ability to travel internationally as required.
• Experience supporting disputes/chargeback contact-center training is strongly preferred, not mandatory.
• Prior BPO training collaboration, instructional-design credentials, knowledge-base administration and AI-assisted instructional design are advantages, not mandatory.

Responsibilities

• Design and update dispute and customer-service training curricula from needs analysis through delivery and improvement.
• Maintain knowledge articles, review outdated content and coordinate updates.
• Facilitate train-the-trainer sessions with BPO and operational team leads.
• Produce targeted training for process changes and system updates.
• Coordinate learning programs with BPO partners, operations, quality assurance, compliance and product specialists.
• Evaluate learning effectiveness using quality, error-rate and operational performance indicators.

Conditions

• Full-time hybrid role in Warsaw, Poland, with office attendance Tuesday through Thursday.
• International work-related travel may be required.