Training Specialist II

Role and Responsibilities

The Trainer II / Lead Trainer serves as the lead facilitator and curriculum developer for the Training Department. This position is responsible for delivering engaging instructor‑led and virtual training programs across multiple lines of business while developing, maintaining, and enhancing training curriculum, learning resources, and Learning Management System (LMS) content.

The Training Specialist II acts as a subject matter expert and mentor to other trainers, partnering with Operations, Compliance, Quality, Human Resources, and department leaders to ensure employees receive consistent, accurate, and effective training that supports operational excellence and client requirements.

This position does not have direct supervisory responsibilities but may provide guidance, coaching, and support to other trainers and basic class management expectations.

• Facilitate instructor‑led classroom training for multiple lines of business.
• Deliver virtual instructor‑led training using approved learning platforms.
• Conduct new hire, cross‑training, refresher, and continuing education classes.
• Facilitate train‑the‑trainer sessions as assigned.
  • Evaluate learner comprehension through classroom activities, assessments, and observations.
  • Adapt instructional techniques to accommodate various learning styles.
  • Foster an engaging and inclusive learning environment that promotes learner success.

• Design, develop, and maintain training curriculum utilizing adult learning principles.
• Create facilitator guides, participant guides, workbooks, job aids, reference materials, and knowledge assessments.
• Develop scenario‑based learning activities and simulations.
• Update curriculum to reflect operational, compliance, client, and regulatory changes.
• Maintain version control and documentation for all training materials.
• Review and revise curriculum based on learner feedback, quality trends, and operational performance.
• Digital Content
  • Develop eLearning modules and interactive digital learning materials.
  • Create instructional videos, presentations, quick reference guides, and other learning resources.
  • Utilize Microsoft Office Suite and learning technologies to create engaging training content.
  • Collaborate with subject matter experts to ensure technical accuracy.

• Assist in the development, implementation, and ongoing administration of the organization’s Learning Management System (LMS).
• Build and maintain online courses and learning paths.
• Upload, organize, and maintain digital learning content.
• Assign required training and certifications.
• Monitor learner progress and course completion.
• Generate LMS reports and completion metrics.
• Troubleshoot basic LMS issues and recommend system improvements.

• Partner with Operations, Compliance, Quality, and department leadership to identify training opportunities.
• Support new client implementations, program launches, and process changes.
• Participate in quality calibration sessions and process improvement initiatives.
• Assist with knowledge management by ensuring training documentation remains accurate and current.
• Maintain training records in accordance with organizational and client requirements.

• Serve as a lead resource for the Training Department.
• Provide guidance and mentorship to trainers and other departments as assigned.
• Share best practices and instructional techniques.
• Assist with onboarding and development of new trainers.
• Support continuous improvement initiatives within the Training Department.

• Associate’s degree in education, communications, organizational development, or a related field preferred, or the equivalent combination of education and experience may be considered.
• Minimum of three (3) years of corporate training, adult education, or instructional experience.
• Experience facilitating classroom and virtual training.
• Experience creating or maintaining training curriculum.
• Experience supporting multiple business lines or departments preferred.
• Experience utilizing Learning Management Systems (LMS) preferred.

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

North End Teleservices is an equal‑opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.