Quality & Training Specialist

• Coordinate, facilitate, and evaluate instructor-led and virtual training
• Incorporate interactive activities and job aids
• Listen to live and recorded customer interactions and score calls using standard rubrics
• Participate in calibration sessions with CSC managers and supervisors
• Collect learner feedback, attendance, and outcome data
• Recommend incremental updates to training materials, exercises, and delivery methods
• Build working relationships with CSC leadership and share training trend summaries
• Publish sessions, enroll learners, record completions, and maintain LMS content and versioning
• Use virtual classrooms, polling, forms, and AI-enabled features under guidance
• Coordinate invitations, rosters, rooms or links, and training materials
• Ensure training spaces and technology are ready
• Update job aids, schedule sessions, reinforce key messages, and support supervisor huddles
• Log adoption questions and escalation risks
• Track tasks and dates for small training projects
• Maintain checklists, rosters, and status notes
• Communicate project progress and escalation scope, timeline, and risk issues

Requirements

• 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
• 2 years of Customer Operations Associate or direct Customer Service experience required
• Quality and Training Certification considered a plus
• Basic adult learning principles and entry-level instructional design techniques
• Experience or ability to use virtual classrooms, polling, forms, LMS tools, and standard training tools
• Basic awareness of AI-enabled training features and appropriate data-handling practices
• Ability to coordinate training logistics, track project tasks, maintain records, and communicate progress
• Ability to work at one of the listed locations in Hurricane, West Virginia;
  Gahanna, Ohio;
  Tulsa, Oklahoma; or Shreveport, Louisiana

Core Competencies

Demonstrates expertise in coordinating and facilitating training sessions, utilizing virtual classrooms and standard training tools, while effectively tracking project tasks and maintaining records. Proficient in applying basic adult learning principles and instructional design techniques to enhance training delivery and outcomes.

Highest-signal resume keywords

• Training Coordination
• Customer Service Experience
• Quality and Training Certification
• LMS Tools Proficiency
• Project Task Tracking

ATS Optimization Keywords

Hard Skills

• Training Facilitation
• Instructional Design Techniques
• Data Handling Practices
• Customer Operations
• Training Material Development

Soft Skills

• Communication
• Relationship Building
• Feedback Collection
• Problem Solving

Certifications & Qualifications

• Quality and Training Certification

Industry Keywords

• Customer Service
• Training Logistics
• Project Management
• Adult Learning Principles

Tools & Technologies

• Virtual Classrooms
• Polling Tools
• Forms
• LMS