Operations Training Specialist

Job Description

REQUIREMENTS

• 3+ years of experience in training, instructional design, or knowledge management
• Experience within a contact center or customer service environment preferred
• Bachelor’s degree or equivalent relevant experience
• Demonstrated end-to-end ownership of training programs
• Strong project and time management skills
• Proficiency with knowledge management systems or LMS
• Knowledge of instructional design principles and adult learning methodologies
• Comfort with AI-assisted content development tools

Preferred

• Experience in a contact center or call center environment
• Health insurance industry experience
• Experience with Sana, Document360, or similar LMS and knowledge management platforms

RESPONSIBILITIES

• Own the end-to-end new hire onboarding experience for assigned operations teams
• Design and facilitate ongoing refresher, upskilling, and process change training
• Build and maintain training materials including e-learning modules, facilitator guides, and assessments
• Manage operations-specific knowledge content within the knowledge management system
• Manage program logistics including LMS administration, scheduling, and Zoom coordination
• Evaluate training effectiveness through assessment data, QA results, and feedback
• Use AI-assisted tools to develop content efficiently

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