Customer Training Specialist

Customer Training Specialist

Required Experience

• Experience delivering training in a customer service or contact center environment
• Experience providing coaching and performance feedback to associates
• Experience conducting quality assessments and analyzing training data
• Experience developing training materials and coaching plans
• Experience supporting knowledge management systems and job aids
• Experience participating in continuous improvement initiatives
• Experience working with cross-functional teams and leadership

Technical Skills

• Knowledge of instructional design methodologies such as ADDIE
• Proficiency with Microsoft Office applications
• Ability to analyze quality metrics and reporting data
• Experience maintaining knowledge management systems and training documentation
• Familiarity with Lean and Six Sigma principles

Soft Skills

• Excellent communication and presentation skills
• Strong coaching and mentoring abilities
• Analytical and problem-solving skills
• Strong organizational and time management skills
• Ability to collaborate across multiple teams
• Attention to detail
• Commitment to continuous improvement

Responsibilities

• Deliver training for calls, chats, and email interactions to associates across multiple leadership levels
• Create and deliver entry-level and advanced training programs using the ADDIE methodology
• Conduct quality assessments and analyze training data to develop personalized coaching plans
• Provide quality assurance reporting to supervisors and managers
• Analyze customer escalations to identify training gaps and implement effective coaching solutions
• Develop training plans based on performance assessments
• Maintain and update the Knowledge Management System, job aids, and departmental tools
• Ensure compliance with company, departmental, and quality system policies and procedures
• Reinforce best practices and recommend process improvements
• Identify procedural gaps and recommend corrective actions
• Participate in Lean, Six Sigma, and other continuous improvement projects
• Provide input for associate performance evaluations
• Support compliance with regulatory and departmental guidelines
• Maintain subject matter expertise through ongoing professional development

** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

** Please note that all position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**