Training Specialist II, Account Health Support

Do you want to define and drive the learning strategy for an organization that impacts thousands of associates globally?

As a Site Trainer, you will own the end-to-end training lifecycle — from identifying strategic learning needs to designing scalable programs, mentoring trainers, and measuring business-level impact. You will bring deep expertise in communication training and instructional design to shape how teams develop, perform, and grow. This role goes beyond delivery — you will set the direction, influence stakeholders, and build training frameworks that scale across sites and geographies.

Key job responsibilities
Training Strategy & Program Ownership
• Own and drive the training strategy for assigned programs or business lines, defining learning roadmaps aligned with organizational goals and operational priorities
• Design and implement scalable training frameworks that can be replicated across sites, teams, and geographies
• Identify emerging skill gaps through proactive analysis of business trends, performance data, and stakeholder input; develop strategic interventions without waiting for escalation
• Lead the design and rollout of organization-wide communication excellence programs (business writing, verbal fluency, presentation skills, stakeholder communication)
Advanced Training Delivery & Communication Coaching
• Facilitate high-complexity training sessions including leadership communication workshops, advanced soft skills programs, and cross-functional capability-building initiatives
• Serve as the subject matter expert for communication training — design and deliver modules on accent modification, business communication, customer interaction strategies, and executive communication
• Lead Train-the-Trainer (TTT) programs to build trainer capability across sites; certify and calibrate trainers on delivery standards
• Design and facilitate simulations, role-plays, and scenario-based learning for complex, ambiguous situations
Curriculum Design & Innovation
• Architect comprehensive curricula using advanced instructional design methodologies (ADDIE, SAM, Agile Learning Design) with emphasis on scalability and learner experience
• Pioneer innovative learning formats (microlearning, gamification, AI-assisted content, peer learning communities) to drive engagement and retention
• Establish content governance standards — version control, review cadence, and retirement criteria for training materials
• Design multi-level assessment frameworks including competency-based evaluations, capstone projects, and certification pathways
Data-Driven Training Effectiveness & Impact
• Define and own training effectiveness metrics across the full Kirkpatrick model (Levels 1-4); establish causal links between training programs and business outcomes
• Build and maintain executive-level dashboards that communicate training ROI, learner progression, and capability development trends
• Conduct deep-dive analyses on underperforming programs; develop and execute improvement action plans with measurable targets
• Benchmark training programs against industry standards and internal best practices; drive continuous improvement through data
Stakeholder Influence & Cross-Functional Leadership
• Partner with senior leaders across Operations, Quality, WFM, and HR to align training investments with business strategy
• Represent training in business reviews (WBRs, MBRs, QBRs) — present insights, advocate for learning initiatives, and influence resource allocation decisions
• Mentor and develop Training Specialists; provide structured coaching, feedback, and career development guidance
• Drive cross-site standardization of training practices while adapting for local context and needs

A day in the life
Your morning may begin with a strategy session with operations leadership, aligning training priorities with upcoming business goals and identifying capability gaps across multiple programs. You then review training effectiveness data across sites, spotting trends and crafting recommendations for program redesign. Mid-day, you mentor a team of trainers on advanced facilitation techniques and provide feedback on their curriculum designs. In the afternoon, you lead a cross-functional working group to launch a new communication excellence program, defining the rollout plan, success metrics, and stakeholder communication strategy. You close the day by presenting quarterly training impact analysis to senior leadership, demonstrating how your programs drove measurable improvements in quality scores and operational KPIs.

About the team
The Training team is dedicated to accelerating specialist readiness and continuous development at scale. We partner closely with Operations, Quality, and Workforce Management across multiple sites and geographies to deliver learning solutions that drive performance outcomes. Our vision is to build a culture of continuous learning where every specialist has the skills and confidence to deliver world-class service. As a Site Trainer, you will play a pivotal role in shaping team strategy, mentoring junior trainers, and raising the bar for learning programs across the organization.

Basic Qualifications

- Bachelor's degree or equivalent, or 2+ years of learning design, learning science, instructional design, educational psychology, or similar field experience
- Experience with Learning & Development and course facilitation or an equivalent professional qualification, or experience in a training role, including technical training, or a mix of training, performance management and coaching/mentoring
- Experience designing and delivering training programs at scale across multiple teams or sites
- Experience mentoring or leading other trainers (formally or informally)
- Experience with Learning Management Systems (LMS) strategy, governance, and reporting

Preferred Qualifications

- Master's degree in Organizational Development, Communication, Instructional Design, or a related field
- Experience as a Communication or Soft Skills Trainer with program-level ownership in a contact center, BPO, or customer service environment
- Professional certification in Learning & Development (e.g., CPTM, ATD-CPTD, CIPD, or equivalent)
- Experience with e-learning authoring tools (Articulate Storyline, Adobe Captivate, or similar) at an advanced level
- Experience in designing and delivering accent modification or language proficiency coaching programs
- Process improvement certification (Six Sigma Green Belt, Lean, or Kaizen)

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