Training Specialist

What You'll Do:

Training Program Design & Delivery (60%) 

Design, develop, and implement scalable onboarding and continuous learning programs for Customer Service Representatives in a fast-paced, contact center environment. 

Deliver engaging learning experiences across multiple modalities, including live virtual training, asynchronous learning, and performance-based reinforcement. 

Ensure training content remains current and adaptable to new tools, technologies, processes, and customer service models. 

Partner with Customer Service leadership, Quality Assurance, and other stakeholders to identify skill gaps, assess training needs, and align learning solutions with operational and CX goals. 

Facilitate live, synchronous learning sessions for new hire onboarding, cross-functional upskilling, and ongoing professional development programs. 

Apply adult learning principles and industry best practices to drive learner engagement and knowledge retention. 

Performance Enablement & Training Operations (30%) 

Measure and evaluate training effectiveness using key performance indicators (KPIs), learner feedback, Quality Assurance trends, and post-training performance metrics. 

Analyze Quality Assurance data to identify opportunities for targeted training and continuous improvement. 

Serve as a liaison across departments to ensure consistent communication, service standards, and training alignment. 

Coordinate and manage training logistics, including scheduling, communications, and session preparation for both synchronous and asynchronous learning. 

Maintain accurate documentation of training activities and outcomes, including attendance, completion rates, and CSR readiness. 

Manage course materials within the Learning Management System (LMS), ensuring content is current, accessible, and accurately tracked. 




Continuous Improvement & Innovation (10%) 

Stay current on contact center, learning and development, and customer experience best practices, incorporating improvements into training programs. 

Support the rollout and adoption of new tools, technologies, frameworks, and operational processes through structured training and enablement. 

Contribute to the ongoing evolution of training standards, learning paths, and enablement strategies as the organization grows. 

What You'll Need to Succeed:

Education 

Bachelor's degree in Education, Business, Organizational Development, or related field, or equivalent experience. 

Experience 

3+ years of experience in training, learning and development, customer service, or contact center operations. 

Experience supporting a growing or fast-paced environment preferred. 

Skills & Competencies 

Dynamic and confident facilitator with strong presentation and communication skills. 

Comfortable delivering both soft skills and technical training content in a virtual environment. 

Strong instructional design and content development capabilities. 

Proficiency with LMS platforms, virtual training tools, and Microsoft Office. 

Ability to design scalable learning solutions and adapt quickly to change. 

Strong organizational skills with the ability to manage multiple initiatives and meet deadlines.