Trainer

ASM Research • San Antonio, TX

14h

About The Position

The Trainer designs and delivers structured training programs for contact center
personnel supporting mission-critical customer interactions in a highly
regulated federal environment. This role develops curricula, training materials,
and simulations that build product knowledge, system
proficiency, and advanced
call-handling techniques. The Trainer
facilitates
classroom, virtual, and
side-by-side coaching sessions to reinforce behaviors that drive quality,
compliance, and customer satisfaction, measuring training effectiveness through
knowledge checks, quality scores, and post-training performance metrics to
continuously refine the learning program.

Requirements

• High school diploma or GED; Associate's or Bachelor's degree preferred in Education, Training, Human Resources, or a related field.
• 5–8 years of experience in contact center training, instructional design, or closely related roles with demonstrated success in developing and delivering technical training programs.
• Proven ability to develop teaching outlines and determine instructional methods using knowledge of specified training needs and effectiveness of individual training, group instruction, lectures, demonstrations, and workshops.
• Strong facilitation and presentation skills with the ability to engage diverse audiences and adapt training delivery to different learning styles.
• Experience testing trainees to measure progress and evaluate effectiveness of training, with ability to use assessment data to drive program improvements.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Professional certifications such as CPTD (Certified Professional in Talent Development), APTD (Associate Professional in Talent Development), or industry-recognized train-the-trainer credentials.
• Experience with learning management systems and virtual training platforms used in large contact centers.

Responsibilities

• Design end-to-end training curricula for new-hire and ongoing development programs focused on contact center procedures, systems navigation, and customer experience standards.
• Create and maintain comprehensive training assets including facilitator guides, participant workbooks, job aids, and e-learning modules aligned with enterprise policies and regulatory requirements.
• Conduct needs assessments using performance metrics and stakeholder input to identify skill gaps and prioritize training interventions that address operational challenges.
• Deliver interactive training using adult-learning principles, including live simulations, role plays, and scenario-based exercises tailored to complex customer inquiries and service scenarios.
• Evaluate training effectiveness using pre/post assessments, quality monitoring results, and operational key performance indicators, adjusting content and delivery methods accordingly.
• Partner with operations leadership to align training roadmaps with new products, regulatory changes, and system enhancements in mission-critical environments.
• Provide targeted coaching and feedback to agents and team leads, reinforcing call-handling standards, soft-skill behaviors, and compliance requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED