Training Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, develop, and implement scalable onboarding, e-learning, and ongoing learning initiatives.

• Conduct live virtual and instructor-led training sessions for onboarding, skill enhancement, process modifications, technical subjects, and professional growth.

• Collaborate with Customer Service leaders, Quality Assurance, and other stakeholders to pinpoint performance gaps and suggest learning solutions.

• Analyze QA trends, learner feedback, KPIs, and post-training performance metrics to assess training effectiveness.

• Identify opportunities for focused reinforcement or improvement.

• Oversee LMS content, course materials, scheduling, completion tracking, readiness documentation, and program updates.

• Assist Customer Service Representatives in adopting new tools, processes, and methodologies.

⛳️ Requirements

• A minimum of 3 years of experience in training, Learning & Development, Customer Service, contact center operations, or a related field.

• Practical experience in creating e-learning and training content.

• Proven experience in facilitating live virtual and/or instructor-led training.

• Strong grasp of adult learning principles.

• Ability to simplify complex processes, tools, or information into clear and engaging learning experiences.

• Skills in consultative stakeholder partnership and performance-needs assessment.

• Excellent communication, presentation, organizational, and execution skills.

• Capability to manage multiple priorities and adapt swiftly in a collaborative, dynamic environment.

• Hands-on experience in developing training or e-learning content and confidently leading live learning sessions.

• Familiarity with Learning Management Systems (LMS), e-learning and digital content development tools, virtual training and collaboration platforms, Microsoft Office and productivity tools, as well as Quality Assurance, performance reporting, and learner feedback data is advantageous but not mandatory.

• A Bachelor's degree in Education, Business, Organizational Development, or a related discipline is beneficial, but equivalent professional experience is equally appreciated.

🏝️ Benefits

• Impactful training programs that significantly enhance Customer Service Representative preparedness and confidence.

• Opportunity to design live and digital learning experiences.

• Collaboration with Customer Service, Quality Assurance, and cross-functional teams.

• Supportive and collaborative team atmosphere.

• Encouragement of creativity, judgment, and innovative ideas.

• Commitment to an equal opportunity and inclusive work environment.