What We’re Looking For 

The Training Specialist owns the training that prepares our customer service associates and leaders to succeed. In this role, you will identify where teams need to build skills, decide what training will close those gaps, design and deliver that training, and determine when associates are ready to support customers on their own.

You will work closely with Customer Service leaders, Quality, Process Improvement, Workforce Management, Product, and other partners to keep training current as products and processes change. You will also measure whether training is working by tracking its impact on readiness, quality, productivity, and customer experience. This role calls for strong facilitation skills, sound independent judgment, reliable follow-through, and the ability to make complicated information easy to understand.

What You Will Do 

Training Needs Analysis and Program Planning 

• Analyze quality results, customer feedback, performance data, process changes, and leader input to identify skill and knowledge gaps across customer service teams.
• Decide which training solutions are needed to close identified gaps, such as new courses, refreshers, job aids, or targeted coaching, and recommend priorities to Customer Service leadership.
• Advise leaders and cross-functional partners on training strategy and timing for product releases, system changes, and process updates.
• Set learning objectives and success measures for each training program.

Curriculum Design and Development 

• Design new hire and ongoing training programs, including deciding on content, sequence, delivery method (classroom, virtual, or blended), practice activities, and assessment approach.
• Turn operating procedures, system changes, and business requirements into clear learning objectives and practical, hands-on training activities.
• Create and maintain facilitator guides, learner materials, job aids, practice exercises, and assessments that meet company standards.
• Partner with subject matter experts and process owners to confirm content accuracy before release and decide when materials should be revised or retired.

Facilitation and Coaching 

• Lead instructor-led and virtual new hire training for customer service associates on products, systems, policies, and customer workflows.
• Delivering ongoing skill development, product release, process change, and refresher training for frontline associates and people leaders.
• Adjust delivery in real time based on learner needs, pace, and understanding.
• Provide structured coaching during training and the transition to live customer work, partnering with supervisors to create development plans for employees who need extra support.
• Stay current on the systems and workflows being taught through calibration sessions, process reviews, and regular hands-on practice.

Readiness Assessment and Program Evaluation 

• Evaluate learner knowledge and skills through observation, practice scenarios, knowledge checks, and readiness assessments.
• Determine whether each learner meets readiness standards and recommend to leaders whether the associate should move into production, receive extended training, or receive additional support.
• Analyze training results and feedback from learners and stakeholders to judge program effectiveness, and recommend changes to content, delivery, and follow-up reinforcement.

Program Administration

Coordinate training schedules, rosters, system access, training environments, and materials with Workforce Management and leaders.

• Maintain accurate training records and reports in the learning management system and other approved tools.
• Protect confidential, proprietary, and health information by following all privacy, security, and records handling requirements.
• Support other training, knowledge management, and operational readiness priorities as assigned.

What You Need to Succeed 

Minimum Qualifications

• 4+ years of training experience.
•  Experience designing and delivering instructor-led and virtual training.
• Strong facilitation, coaching, and communication skills.
• Experience developing training materials, job aids, and assessments.
• Ability to analyze performance gaps and evaluate learner readiness.
• Strong organizational and cross-functional collaboration skills.

Preferred Qualifications

• Customer service or contact-center training experience.
• Healthcare or other regulated-industry experience.
• Experience with LMS and virtual learning platforms.
• Experience supporting product, system, or process changes.
• Experience facilitating and managing training programs for geographically distributed or remote teams. 
• L&D instructional design or related experience.