Training Specialist

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

📋 Description

• Identify gaps in skills and knowledge within customer service teams.

• Determine training solutions and prioritize recommendations for Customer Service leadership.

• Provide guidance to leaders and cross-functional partners on training strategies and timelines.

• Establish learning objectives and measures of success.

• Create training programs for new hires as well as ongoing development.

• Develop and maintain facilitator guides, learner materials, job aids, practice exercises, and assessments.

• Collaborate with subject matter experts and process owners to ensure the accuracy of content.

• Conduct instructor-led and virtual training for customer service associates.

• Offer continuous skill enhancement, product updates, process modifications, and refresher training.

• Modify delivery methods based on learner needs and comprehension.

• Provide coaching to learners during training and as they transition to live customer interactions.

• Assess learner knowledge and readiness through observation, practical scenarios, knowledge checks, and evaluations.

• Advise on whether associates should proceed to production, undergo extended training, or require additional support.

• Analyze training outcomes and suggest improvements to programs.

• Organize schedules, rosters, system access, training environments, and materials.

• Maintain training documentation and reports in the learning management system.

• Safeguard confidential, proprietary, and health-related information.

• Assist with training, knowledge management, and operational readiness priorities as assigned.

⛳️ Requirements

• Minimum of 4 years of experience in training.

• Proven experience in designing and delivering both instructor-led and virtual training sessions.

• Excellent facilitation, coaching, and communication abilities.

• Experience in developing training materials, job aids, and assessments.

• Capability to analyze performance gaps and assess learner readiness.

• Strong organizational skills and ability to collaborate across functions.

• Preferred experience in customer service or contact-center training.

• Preferred experience in healthcare or other regulated industries.

• Familiarity with LMS and virtual learning platforms is preferred.

• Experience in supporting product, system, or process changes is preferred.

• Background in facilitating and managing training programs for remote or geographically distributed teams is preferred.

• Preferred experience in L&D instructional design or a related field.

• This position does not qualify for employment sponsorship.

🏝️ Benefits

• Comprehensive total rewards strategy.

• Post-offer health screenings and vaccinations as required by clients.

• Reasonable accommodations for individuals with physical and mental disabilities.

• Protections under Equal Employment Opportunity regulations.