Quality & Training Specialist Associate

Job Posting End Date

09-20-2026

Please note the job posting will close on the day before the posting end date.

Supports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning-science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.

• Coordinate, facilitate, and evaluate instructor-led and virtual learning using basic adult learning principles and entry-level instructional design techniques
• Incorporate interactive activities and job aids.

• Listen to live and recorded customer interactions
• Score calls using standard rubrics
• Participate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency.

• Collect learner feedback, training attendance, and basic outcome data
• Recommend incremental updates to materials, exercises, and delivery methods.

• Build working relationships with CSC Leadership
• Surface emerging training needs and share simple trend summaries.

• Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS.

• Use standard training tools (virtual classroom, polling, forms).
• Demonstrate basic awareness of AI-enabled features (e.g., generating quiz items, drafting scenarios) under guidance, with appropriate data-handling practices.

• Coordinate invites, rosters, rooms/links, and materials
• Ensure training spaces and technology are ready.

• Execute change-ready training tasks (update job aids, schedule sessions, reinforce key messages)
• Support supervisors with huddles and reminders
• Log adoption questions and elevate risks.

• Track tasks and dates for small training projects
• Maintain checklists, rosters, and status notes
• Communicate progress to stakeholders
• Escalate issues on scope/timeline/risks.

• Bachelor's degree in arts or science required OR;
• An associate degree and 2 additional years of customer service experience OR;
• A high school diploma or GED and 4 additional years of customer service experience.
• Quality and Training Certification will be considered a plus.

• 2 years' Customer Operations Associate or direct Customer Service experience required.

Primary work location can also be out of either the Hurricane located at One Aep Way, Hurricane, WV 25526, AEP OH Gahanna building located at 700 Morrison Road Gahanna, Ohio 43230, out of the Tulsa General Office located at 212 East 6th St. Tulsa, OK 74119 or; the Shreveport office out of 6130 Union Street, Shreveport, LA 71108

Quality and Training Specialist Associate: $63,496-$79,369

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

At AEP, we're more than just an energy company - we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward‑thinking…