HR Training Facilitator

Role And Responsibilities The Trainer II / Lead Trainer serves as the lead facilitator and curriculum developer for the Training Department. This position is responsible for delivering engaging instructor-led and virtual training programs across multiple lines of business while developing, maintaining, and enhancing training curriculum, learning resources, and Learning Management System (LMS) content.

The Training Specialist II acts as a subject matter expert and mentor to other trainers, partnering with Operations, Compliance, Quality, Human Resources, and department leaders to ensure employees receive consistent, accurate, and effective training that supports operational excellence and client requirements.

This position does not have direct supervisory responsibilities but may provide guidance, coaching, and support to other trainers and basic class management expectations.

Key Responsibilities Training Facilitation Facilitate instructor‑led classroom training for multiple lines of business.

Deliver virtual instructor‑led training using approved learning platforms.

Conduct new hire, cross‑training, refresher, and continuing education classes.

Curriculum Development Design, develop, and maintain training curriculum utilizing adult learning principles.

Create facilitator guides, participant guides, workbooks, job aids, reference materials, and knowledge assessments.

Update curriculum to reflect operational, compliance, client, and regulatory changes.

Maintain version control and documentation for all training materials.

Review and revise curriculum based on learner feedback, quality trends, and operational performance.

Digital Content

Develop eLearning modules and interactive digital learning materials.

Create instructional videos, presentations, quick reference guides, and other learning resources.

Utilize Microsoft Office Suite and learning technologies to create engaging training content.

Learning Management System (LMS) Assist in the development, implementation, and ongoing administration of the organization's Learning Management System (LMS).

Build and maintain online courses and learning paths.

Upload, organize, and maintain digital learning content.

Assign required training and certifications.

Cross‑Functional Support Partner with Operations, Compliance, Quality, and department leadership to identify training opportunities.

Support new client implementations, program launches, and process changes.

Participate in quality calibration sessions and process improvement initiatives.

Assist with knowledge management by ensuring training documentation remains accurate and current.

Maintain training records in accordance with organizational and client requirements.

Leadership & Mentoring Serve as a lead resource for the Training Department.

Support continuous improvement initiatives within the Training Department.

Qualifications Associate's degree in education, Communications, Organizational Development, a related field preferred, or the equivalent combination of education and experience may be considered.

Minimum of three (3) years of corporate training, adult education, or instructional experience.

Experience facilitating classroom and virtual training.

Experience creating or maintaining training curriculum.

As a Training Specialist II, you will have the unique opportunity to shape how we communicate our value and vision, directly influencing the success of our business. Join us and be part of a team that thrives on collaboration, creativity, and making a real impact for our clients and communities.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

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