Customer Operations Training Specialist

About the role

The Customer Operations Training Specialist is responsible for elevating employee performance through targeted, data‑driven training and coaching. You will design and deliver both instructor‑led and virtual sessions that enable staff to apply best‑in‑class practices during real customer interactions.

Key responsibilities

• Deliver onboarding, refresher, and upskilling training for new hires and seasoned agents, covering billing accuracy, collections, call handling, and customer experience standards.
• Analyze QA results, call trends, and operational KPIs to pinpoint skill gaps and create focused training interventions.
• Provide 1:1 and small‑group coaching, side‑by‑side support, and live call reviews in partnership with supervisors.
• Maintain version‑controlled documentation, job aids, and quick reference guides aligned with compliance and policy updates.
• Support rollout of new customer service tools and system updates, tracking completion, knowledge checks, and measuring impact on QA scores and operational metrics.

Required profile

• Bachelor’s degree in Business Administration, Service Management, or a related field (or equivalent experience).
• 2–4 years of experience in training, coaching, or contact‑center operations.
• Experience working in a performance‑driven environment with strong facilitation abilities.

Required skills