Training & Quality Specialist - Customer Care

Job Description

Job Description

Job Title: Spec 1, Customer Training
Location: San Antonio, TX 78249
Duration: 12+ Months
Work Schedule: Monday–Friday, 7:30 AM–4:30 PM
Pay Rate: $19.00/hour

Job Summary

Spec 1, Customer Training professional to support customer care and operations teams across the U.S. This position will be responsible for developing and delivering training, facilitating learning sessions, analyzing quality and training data, and providing individualized coaching and feedback.

The ideal candidate will have hands-on experience creating training materials and curriculum and facilitating training sessions in a customer service, operations, or corporate environment.

Key Responsibilities

• Provide training on handling customer contacts across phone calls, chat, and email .
• Deliver individualized feedback and coaching to Customer Care associates at various leadership levels.
• Use the ADDIE instructional design methodology to create and deliver entry-level and advanced training programs.
• Develop training materials, curriculum, job aids, roadmaps, and other learning resources.
• Conduct statistical analysis and assessments of quality and training data to identify performance and knowledge gaps.
• Develop personalized training and coaching plans based on assessment results.
• Provide quality assurance (QA) reporting to supervisors and managers.
• Analyze customer escalations to identify training gaps and develop appropriate coaching or training solutions.
• Identify employee development needs and create development plans based on performance assessments.
• Partner with Operations to maintain and update the Knowledge Management System , job aids, roadmaps, and tools used to support customer interactions.
• Identify procedural gaps, discrepancies, and opportunities for improvement and recommend appropriate solutions.
• Identify and reinforce best practices and provide continuous improvement recommendations.
• Participate in Lean, Six Sigma, and other continuous improvement initiatives .
• Provide input into Customer Care associate performance evaluations.
• Ensure compliance with company, departmental, quality system, regulatory, and procedural requirements.
• Maintain current subject matter expertise through ongoing professional and personal development.

Required Qualifications

• Experience in training, instructional design, coaching, or facilitation .
• Experience creating training materials and/or curriculum .
• Experience facilitating training sessions for employees or customers.
• Strong communication and presentation skills.
• Ability to analyze training, quality, and performance data.
• Strong organizational and problem-solving skills.
• Ability to work effectively with cross-functional teams.
• Experience identifying process or knowledge gaps and developing solutions.

Preferred Qualifications

• Experience in Customer Care, Customer Service, Operations, or Shared Services environments.
• Knowledge of the ADDIE instructional methodology .
• Experience with Lean or Six Sigma methodologies.
• Experience maintaining knowledge management systems and job aids.
• Experience providing employee coaching and performance feedback.
• Experience working in a regulated or quality-focused environment.