Training Specialist
Training Specialist designs the training interventions required to execute the organization's learning strategy, ensuring employees and partners have the skills needed to support products, technical troubleshooting, compliance/complaint handling, customer service, and quality assurance behaviors. Partners with subject matter experts to design, implement, evaluate, and administer global Customer Experience training programs delivered through a mix of document based, video/audio, and interactive media formats.
Position Responsibilities:
- Apply advanced knowledge and skills in the design, development, and delivery of training programs, informed by training needs analyses and stakeholder input
- Design, resource, and deliver learning solutions—including eLearning, ILT, virtual sessions, workshops, TTT, and structured OJT—that align with organizational goals
- Establish and maintain global LMS structure, version control, compliance tracking, and adherence to LMS policies across regions.
- Develop and integrate knowledge checks and evaluations to ensure comprehension and continuous learning
- Coordinate training compliance and record keeping across all Customer Service teams, including regional and BPO teams
- Collaborate with SMEs to ensure content accuracy, completeness, and alignment with quality/regulatory requirements in a highly regulated environment
- Manage vendor resources supporting content development, ensuring adherence to standards, timelines, and quality expectations
- Monitor, evaluate, and report on training program effectiveness; maintain program and individual training records
- Apply continuous improvement practices to global training materials, processes, and systems
- Stay current with innovations in learning, education, instructional design, and learning technologies
- Reports to Manager, Global Customer Service Learning
- Owns global curricula from needs assessment through recommendation, design, build, delivery, and evaluation
**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.**