Quality & Training Spec Assc

American Electric Power • Tulsa, OK

1d

About The Position

Supports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning‑science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.

Requirements

• Bachelor of Arts or Science Degree required or Associate Degree and 2 or more years' of Customer Service experience required.
• 2 years' Customer Operations Associate or direct Customer Service experience required.

Nice To Haves

• Quality and Training Certification will be considered a plus.

Responsibilities

• Plan & Deliver Training: Coordinate, facilitate, and evaluate instructor‑led and virtual learning using basic adult learning principles and entry‑level instructional design techniques Incorporate interactive activities and job aids.
• Quality Monitoring: Listen to live and recorded customer interactions Score calls using standard rubrics Participate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency.
• Continuous Improvement (Entry): Collect learner feedback, training attendance, and basic outcome data Recommend incremental updates to materials, exercises, and delivery methods.
• Stakeholder Partnership: Build working relationships with CSC Leadership Surface emerging training needs and share simple trend summaries.
• LMS & Content Hygiene: Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS.
• Technology & AI Awareness: Use standard training tools (virtual classroom, polling, forms). Demonstrate basic awareness of AI‑enabled features (e.g., generating quiz items, drafting scenarios) under guidance, with appropriate data‑handling practices.
• Readiness & Logistics: Coordinate invites, rosters, rooms/links, and materials Ensure training spaces and technology are ready.
• Change Management: Execute change‑ready training tasks (update job aids, schedule sessions, reinforce key messages) Support supervisors with huddles and reminders Log adoption questions and escalate risks.
• Project Management: Track tasks and dates for small training projects Maintain checklists, rosters, and status notes Communicate progress to stakeholders Escalate issues on scope/timeline/risks.

Benefits

• In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees