Customer Training Specialist

Job Description

Job Description

Job Details:

Job Title: Customer Training Specialist

Location: San Antonio Texas 78249

Duration : 12+ Months with possible extension or conversion

Pay rate: $19/hr. ON W2

Shift: Monday to Friday (7:30AM - 4:30PM)

Position Summary

We are seeking a Customer Training Specialist to support Customer Care operations by developing and delivering training programs, coaching associates, analyzing quality data, and driving continuous improvement initiatives. This role works closely with leadership to improve customer service performance across calls, chats, and email support.

Key Responsibilities

• Deliver training for customer care associates on calls, chats, and email support.
• Develop and deliver training using the ADDIE instructional design methodology .
• Analyze quality and training data to identify performance trends and coaching opportunities.
• Create personalized coaching and development plans for customer care associates.
• Prepare and provide QA reports to supervisors and managers.
• Identify training gaps through customer escalations and recommend solutions.
• Maintain and update knowledge management systems, job aids, and training documentation.
• Ensure compliance with company policies, quality standards, and work procedures.
• Recommend continuous improvement initiatives using Lean and Six Sigma principles.
• Participate in cross-functional improvement projects and support performance evaluations.

Required Qualifications

• Experience in training, coaching, quality assurance, or customer service.
• Strong presentation, communication, and facilitation skills.
• Experience creating training materials and delivering instructor-led training.
• Ability to analyze data and develop coaching plans.
• Strong organizational and problem-solving skills.
• Experience with Microsoft Office applications.
• Knowledge of customer care operations is preferred.
• Familiarity with Lean, Six Sigma, or continuous improvement methodologies is a plus.