Training Specialist
Customer Support
Description:
Overview:
The Training Specialist is responsible for designing, developing, and delivering end-to-end training programs that enable new hires and existing employees to achieve proficiency in products, systems, and business processes. This role serves as a subject matter expert and ensures training effectiveness through structured curricula, clear graduation standards, and continuous program improvement.
What you will be doing:
- Facilitate new hire language and product training, including onboarding, systems navigation, and process education
- Deliver training for new systems, system enhancements, and process updates
- Design and develop training materials, including manuals, presentations, job aids, and assessments
- Create and maintain training curriculum aligned with business goals and learner needs
- Define and manage training processes and graduation requirements to ensure readiness and competency
- Serve as a subject matter expert (SME) for systems, products, and operational processes
- Lead and manage training classes , ensuring engagement, knowledge retention, and performance readiness ( should be able to act as team lead for agents in production as needed)
- Maintain and update training ramp plans to track learner progress from onboarding to full productivity
- Continuously evaluate training effectiveness and recommend improvements based on feedback and performance data
- Partner with stakeholders to ensure training content remains accurate, current, and aligned with operational changes
What we are looking for:
- Bachelor's or College Degree Graduate
- With 1-4 years working experience in Customer Service and/or Banking and Finance Training
- Proficient in MS Office and Salesforce
- Must be willing to travel to vendor sites
- Experience leading and managing classroom, virtual, or hybrid training sessions