Customer Operations Learning Specialist

GAINSCO•Richardson, TX

4h•Hybrid

About The Position

GAINSCO is seeking a Customer Operations Learning Specialist to prepare new Customer Service employees for success and help experienced employees strengthen their skills and performance. In this role, you will lead onboarding and continuing education programs, create modern learning content, coach employees, and evaluate learner readiness. You will partner with Customer Service leaders and Quality Assurance to identify skill gaps and deliver targeted learning solutions that support employee development and operational performance.

Requirements

Bachelor’s degree required.
5 or more years of experience in training, learning and development, or a similar role is required.
Experience developing learning programs, curricula, and educational materials is required.
Experience creating and delivering instructor-led, virtual, and online learning solutions is required.
Experience evaluating learner performance and providing coaching, feedback, or targeted development support is required.
Strong facilitation, coaching, and presentation skills, with the ability to engage learners across multiple delivery formats.
Experience creating clear, practical learning content for employees with varying levels of knowledge and experience.
Excellent written, verbal, and interpersonal communication skills.
Ability to evaluate learner performance, provide constructive feedback, and identify targeted development solutions.
Strong organization and time-management skills, with the ability to manage multiple priorities in a changing environment.
Analytical mindset with the ability to use training data, learner feedback, and performance trends to improve learning outcomes.
Ability to collaborate effectively with leaders, Quality Assurance, subject matter experts, and business partners.
Self-directed and accountable, with the ability to independently manage assigned learning programs and maintain current training content.

Nice To Haves

Call center experience is a plus.
Property and Casualty insurance experience is a plus.
Experience creating written and video-based training content is preferred.
Experience with Learning Management Systems and instructional design software is preferred.

Responsibilities

Develop and deliver engaging onboarding, continuing education, and employee development programs through in-person, virtual, and online formats.
Create and maintain curricula, job aids, how-to guides, facilitator materials, learner resources, and instructional videos.
Assess learner knowledge and proficiency, provide coaching and reinforcement, and help determine readiness for production.
Partner with Customer Service leaders and Quality Assurance to identify performance gaps and implement targeted learning solutions.
Use learner feedback, training observations, attendance trends, and performance data to measure effectiveness and improve training.
Become a subject matter expert on GAINSCO products, systems, call center practices, Customer Service processes, and state and product guidelines.