IJP: Training Specialist

Training Specialist Role Overview

The Training Specialist plays a key role in elevating our customer care standards and enhancing overall customer satisfaction. Every customer interaction should reflect excellence, leaving a lasting, positive impression of the Customer Care Team.

As a Training Specialist, you will be responsible for onboarding and developing new Training Facilitators (TFs). This includes conducting one-on-one coaching sessions, managing their Sprout accounts, observing their training sessions, and helping them grow into effective facilitators. You are also expected to be highly proficientideally a subject matter expertin all TF-related tasks, including onboarding, refresher training, and resource creation (e.g., developing training materials and interactive courses).

In addition to facilitating training, you'll analyze customer interactions and agent performance across multiple sites. Your findings and recommendations will be shared with the Training Lead to drive improvements. Part of your responsibility also includes evaluating the effectiveness of training by reviewing agent performance through our quality evaluation process.

While your primary focus is training, your work directly contributes to improved quality, stronger agent performance, and exceptional customer experience.

Coaching and Training

• Maintain 100% competency as a Customer Care Agent and demonstrate a deep understanding of customer needs by actively supporting real-time Slack channels, Google Spaces for global markets, and your classs nesting channels.

• Use insights from these platforms to identify training gaps and opportunities.

• Deliver refresher and upskill training sessions as needed.

• Promote a culture of continuous learning and high-quality customer service to meet or exceed customer experience standards.

• Flag any necessary updates to canned responses and scripts in PureCloud to ensure accuracy and relevance.

• Identify common agent questions and pain points, and report them to the Training Lead for improvement opportunities.

• Provide feedback on new procedures or needed resources to the Training Lead.

• Create and maintain learning materials in Shelf, Bridge, or other platforms to support staff training and knowledge-sharing.

Performance Monitoring & Customer Satisfaction

• Monitor and evaluate customer interactions to enhance our Performance Standards and exceed current quality targets.

• Contribute to improving CSAT (Customer Satisfaction) and help the Customer Care department meet or exceed KPIs set by leadership.

• Review CSAT surveysincluding feedback flagged in Red Alert and Green Alert channelsto identify knowledge gaps and suggest actions to improve customer experience.

• Evaluate customer care interactions both randomly and based on survey feedback; work collaboratively to achieve monthly QA targets.

• Take part in calibration sessions, and prepare and submit required reports.

• Perfom deep dives into low-performing wrap codes or recurring queries to identify coaching or training needsboth at the individual agent and department levels.

• Partner with the TQA Team and Team Leaders to pursue awards and recognition for outstanding customer service.

• Regularly share tips and best practices with the team to improve soft skills, communication, product/process knowledge, and manage AHT (Average Handle Time) effectively.

• Stay proactiveexplore what other companies are doing well, bring forward ideas, and share proven strategies to continuously improve our customer care experience.

Communication & Employee Engagement

• Communicate critical Red Alert feedback to CC Leaders to ensure visibility on any PR- or brand-sensitive concerns.

• Regularly review customer feedback to identify trends, concerns, and areas for improvement.

• Manage and schedule offline activities, ensuring off-queue time is used effectively and does not negatively impact overall center performance.

• Recognize and celebrate great performance via Slack and other internal platforms to boost morale and engagement.

Reporting & Insights

• Track and report on all training sessions delivered, including attendance, engagement, and performance outcomes.

• Support the Training Lead by conducting data deep dives and preparing reports related to Quality and CSAT performance across all markets/brands.

• Share training results with relevant managers for performance monitoring and coaching purposes.

• Provide the Leadership Team with a weekly report summarizing insights, improvements, and any actions taken.
  Conduct monthly Kirkpatrick Evaluations to assess training effectiveness and report results consistently.

Leading by Example

• Act as the point of contact in the Training Leads absence.

• Maintain 100% competency as a Customer Care Agent, including a strong working knowledge of all procedures, customer care systems, promotions, and product details.
  Stay aligned with key Customer Care KPIs and support the Leadership Team in driving results while reinforcing each agents impact on shared goals.

• Take on ad-hoc tasks with a proactive and solution-oriented attitude.

• Serve as the Subject Matter Expert (SME) for all supported markets and brands.

• Ensure all training environments meet OHS (Occupational Health & Safety) standards and provide a safe and conducive space for learning.

Skills & Attributes

• Strong attention to detail

• In-depth knowledge of products and systems

• Passion for delivering exceptional customer experiences and ensuring every interaction is a positive one

• High level of computer proficiency, particularly in Microsoft Excel

• Confident, clear, and articulate communicator

• Positive, can-do attitude always willing to go the extra mile for customers and teammates

• Flexible and able to quickly adapt to process changes

• Proactive in implementing and supporting continuous improvements as guided by the Training Lead