Training Analyst - Hybrid - Full-time

Provident Bank • Woodbridge, NJ

5d • Hybrid

About The Position

The Contact Center Training Analyst I is responsible for developing, delivering, and maintaining training programs that support the ongoing success of the Contact Center. This role focuses on coaching, quality assurance, and continuous learning to ensure employees are equipped with the skills and knowledge needed to deliver a consistent, compliant, and high‑quality customer experience. This position is ideal for a training professional early in their career who is passionate about employee development and service excellence.

Requirements

• Bachelor’s degree preferred
• 1–3 years of experience in training, learning & development, contact center operations, or a related area
• Knowledge of training delivery methods, adult learning principles, and presentation techniques
• Strong communication skills with the ability to present information clearly and confidently
• Ability to coach and provide constructive feedback in a supportive manner
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Strong organizational and documentation skills
• Ability to work a flexible schedule as needed
• Attention to detail with the ability to manage multiple priorities

Responsibilities

• Develop and implement training programs that support Contact Center operations, including customer service, sales, compliance, product knowledge, and call etiquette
• Facilitate instructor‑led and ongoing training sessions for new hires and existing employees
• Administer the Contact Center Quality Assurance program, including call monitoring and performance assessments
• Provide coaching, constructive feedback, and follow‑up training based on quality results and observed performance gaps
• Create, update, and maintain training manuals, guides, and reference materials
• Coordinate training logistics, including classroom setup and materials
• Collaborate with business partners and subject matter experts to ensure training content reflects current policies, procedures, products, and services
• Support incentive and performance reporting by providing data and metrics as required
• Act as a liaison between departments to communicate process, policy, and service updates to Contact Center and branch teams
• Perform additional related duties as assigned

Benefits

• Team members accrue Paid Time Off (PTO), receive paid Holidays, and are eligible to participate in the Bank’s Health and Wellness benefits, including Medical, Dental, and Vision Plans, Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and a 401(k) Retirement Plan.
• Additional benefits include Disability Insurance, an Employee Assistance Program (EAP), and Basic Life Insurance.
• Company‑sponsored Tuition Disbursement and Loan Repayment programs are also available.
• Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity, and Legal Plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees