Customer Training Specialist

Due to the nature of this job only local candidates are preferred

Job Title: Customer Training Specialist

Location: Covington, GA 30014 (Locals only)

Work arrangement: Onsite, Hybrid

Employment Type: contract

Pay Rate: $20/hr on W2

Shift: 7:30 AM - 4:30 PM, Monday to Friday

Hybrid: 3 days in office / 2 days remote

Final date to receive applications:
Sept 18, 2026

• Provide Training on how to handle all forms of contacts (calls, chat, and emails) and provides individualized feedback to GBS/QTC associates across the U.S. Region at all leadership levels in accordance with GBS and/or organizational standards.
• Using the ADDIE instructional methodology, create and/or deliver training to meet all operational entry level and advanced training requirements.
• Conducts statistical analysis and assessments of quality and training data to develop personalized training and/or coaching plans appropriate for Customer Care associates.
• Provide QA reporting to Supervisors and Manager.
• Analyze customer escalation issues to identify training gaps and develop coaching or training solutions to mitigate those deficiencies.
• Outline development plans and training needs based on assessments.
• Coordinates with operations to maintain and update the Knowledge Management System, job aids (Roadmaps), and tools utilized by department to support customer contacts.
• Comply with all Company, Departmental, and Quality System work instructions, procedures, and policies.
• Identify and re-enforce best practice standards and provide continuous improvement recommendations according to established protocols.
• Identify procedural gaps or discrepancies and seek to propose resolution.
• Participate in interdepartmental Lean, Six Sigma and other continuous improvement projects.
• Provide direct input into Customer Care associates performance evaluations.
• Assist in ensuring adherence to regulatory business and department guidelines, policies, and procedures.
• Responsible for personal and professional development in order to maintain subject matter expertise and managerial growth.

• Associate's degree in business related studies OR 3 years of targeted Healthcare or Medical Device industries customer care experience (preferably in training creation/facilitation)
  OR 5 years of Customer Care experience external to Healthcare or Medical Device industries (preferably in training creation/facilitation).

• 3+ years contact center experience preferably in Healthcare or Medical Device industries.
• 3+ years of high quality coaching experience with proven positive behavior changes.
• Preferred: 3+ years of experience in a manufacturing supply chain organization.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

AI Usage Policy:
Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.