Trainer, Training Consultant

Position Overview

The Trainer designs and delivers structured training programs for contact center personnel supporting mission-critical customer interactions in a highly regulated federal environment. This role develops curricula, training materials, and simulations that build product knowledge, system proficiency, and advanced call-handling techniques. The Trainer facilitates classroom, virtual, and side-by-side coaching sessions to reinforce behaviors that drive quality, compliance, and customer satisfaction, measuring training effectiveness through knowledge checks, quality scores, and post-training performance metrics to continuously refine the learning program.

• Design end-to-end training curricula for new-hire and ongoing development programs focused on contact center procedures, systems navigation, and customer experience standards.
• Create and maintain comprehensive training assets including facilitator guides, participant workbooks, job aids, and e-learning modules aligned with enterprise policies and regulatory requirements.
• Conduct needs assessments using performance metrics and stakeholder input to identify skill gaps and prioritize training interventions that address operational challenges.
• Deliver interactive training using adult-learning principles, including live simulations, role plays, and scenario-based exercises tailored to complex customer inquiries and service scenarios.
• Evaluate training effectiveness using pre/post assessments, quality monitoring results, and operational key performance indicators, adjusting content and delivery methods accordingly.
• Partner with operations leadership to align training roadmaps with new products, regulatory changes, and system enhancements in mission-critical environments.
• Provide targeted coaching and feedback to agents and team leads, reinforcing call-handling standards, soft-skill behaviors, and compliance requirements.

• High school diploma or GED;
  Associate's or Bachelor's degree preferred in Education, Training, Human Resources, or a related field.
• 5–8 years of experience in contact center training, instructional design, or closely related roles with demonstrated success in developing and delivering technical training programs.
• Proven ability to develop teaching outlines and determine instructional methods using knowledge of specified training needs and effectiveness of individual training, group instruction, lectures, demonstrations, and workshops.
• Strong facilitation and presentation skills with the ability to engage diverse audiences and adapt training delivery to different learning styles.
• Experience testing trainees to measure progress and evaluate effectiveness of training, with ability to use assessment data to drive program improvements.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

• Professional certifications such as CPTD (Certified Professional in Talent Development), APTD (Associate Professional in Talent Development), or industry-recognized train-the-trainer credentials.
• Experience with learning management systems and virtual training platforms used in large contact centers.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

$26.30 - $34.58

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

The physical requirements described in "Knowledge,

Skills and Abilities

" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be…