Specialist, Learning and Development
About The Position
The Learning & Development Specialist – Customer Experience is responsible for supporting the design, delivery, and continuous improvement of training programs for customer service teams. Reporting to the L&D Supervisor, this role ensures frontline employees are equipped with the communication, soft skills, and service knowledge required to deliver high-quality customer experiences. The specialist executes onboarding, upskilling, and provides ongoing coaching to reinforce learning in live environments. Additionally, the role contributes to quality monitoring and knowledge management, partnering with supervisors to address performance gaps. Leveraging customer feedback, operational data, and AI-enabled tools, the specialist helps drive improvements in service quality, customer satisfaction, and key performance metrics.
Requirements
- 3–5 years of experience in customer service, training, or call center environments
- Strong understanding of customer service principles and customer journey management
- Excellent facilitation, communication, and coaching skills
- Experience delivering soft skills and customer service training programs.
- Experience with quality monitoring, coaching, and performance improvement
- Familiarity with CRM systems and customer interaction tools
- Ability to analyze customer feedback and translate insights into training actions.
- Data-driven mindset with ability to track and improve performance metrics.
- Strong organizational and multitasking abilities
- Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other essential time constraints.
- Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
- Strong work ethic and an ability to excel within a rapidly changing and growing organization.
Nice To Haves
- Bachelor’s degree in Business Administration, Communications, or related field preferred
- Certifications in Customer Experience (CX), Training, or Coaching are a plus.
- Experience with training tools, LMS, and content creation platforms preferred.
- Familiarity with AI tools for training, coaching, and customer interaction analysis preferred.
Responsibilities
- Conduct new hire onboarding, refresher training, and ongoing upskilling for customer service teams.
- Develop and deliver training on customer experience, communication, soft skills, and service workflows.
- Create training materials including SOPs, call guides, scripts, videos, and interactive learning modules.
- Facilitate role plays, call simulations, and scenario-based training to improve customer handling skills.
- Provide nesting support and post-training coaching to ensure smooth transition to live customer interactions.
- Partner with Supervisors to design and execute coaching plans for low-performing agents.
- Track training participation, completion, and engagement metrics.
- Analyze customer feedback trends (CSAT, complaints, escalations) to identify training gaps.
- Conduct case audits and review customer interactions to ensure quality and compliance with service standards.
- Develop and maintain quality scorecards aligned with customer experience expectations.
- Maintain and update knowledgebase content to reflect process, policy, and product changes.
- Support real-time operations via chat groups and floor support to guide agents on customer interactions.
- Identify process improvement opportunities based on training insights, customer feedback, and operational challenges.
- Leverage AI tools to generate training content, simulate customer interactions, and personalize learning journeys.
- Utilize AI-driven insights (speech analytics, sentiment analysis) to improve training effectiveness and customer experience.
- Collaborate with Operations and Leadership to align training with business KPIs (CSAT, NPS, FCR, AHT)
- Performs other duties as assigned.
Benefits
- Salary Range: $60,000-$72,000, depending on location, experience, and qualifications.
- Benefits coverage begins day 1, including the following:
- Medical, Dental, Vision Insurance
- Disability Insurance
- Life Insurance
- 401(k) company match
- Paid Time Off (15 days annually)
- Paid Holiday time (10 company-designated days)
- Tuition Assistance
- Additional benefits available with company package
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
