Training & Quality Assurance Specialist

Summary

Learning Network is an educational services company focused on innovative, customer-centric service. The Training & Quality Assurance Specialist evaluates customer interactions and work products, delivers onboarding and ongoing training, provides coaching, identifies performance gaps, and promotes quality standards across teams.

Responsibilities

• Evaluate customer interactions and work products against operational standards and service expectations
• Complete observation forms to document areas that require improvement and exceed expectations
• Design, update, and deliver onboarding and continuous training modules
• Deliver objective, timely, and constructive coaching feedback to support individual and team development
• Identify performance trends and operational gaps to create targeted learning interventions and actionable recommendations for leadership
• Maintain organized quality and training records while partnering with leaders to foster a culture of continuous learning and improvement
• Conduct QA evaluations on calls, emails, chats, and tickets using established systems, processes, and standards
• Facilitate live and asynchronous training sessions, skill-building webinars, and refresher workshops for new hires and existing staff
• Translate QA audit insights into gap analysis summaries, then build training, coaching, job aids, and asynchronous learning modules to remediate and improve performance
• Facilitate constructive coaching sessions and partner with employees to develop actionable improvement plans
• Resolve evaluation disputes professionally while maintaining fairness, consistency, and objective learning outcomes
• Track quality trends and training completion rates and prepare performance summaries for leadership
• Collaborate closely with other departments to build and maintain standard operating procedures (SOPs) based on emerging quality trends
• Conduct calibrations wherein employees from all levels and departments are taught how to consistently apply standard performance expectations
• Maintain strict confidentiality regarding employee performance and customer data
• Work a fixed schedule: 8:30 a.m.–5:30 p.m. Mountain Time (Denver/America), year-round, auto-adjusting for daylight saving time
• Remain actively available and immediately responsive throughout the workday via phone, chat, Zoom, email, and internal systems so students, parents, and colleagues can reach you in real time
• Avoid all concurrent work during scheduled hours and maintain full professional focus; ensure any outside employment does not interfere with performance and is approved in writing in advance
• Maintain a private, professional, distraction-free remote workspace with reliable high-speed internet that supports video and required tools

Skills

• Bachelor's degree or equivalent combination of education and experience
• 3+ years experience in a contact center/customer service environment (phone, chat, email)
• Demonstrated experience providing quality feedback, coaching, training, or performance support
• Exceptional written/verbal communication, adult learning facilitation, analytical thinking, active listening, and conflict resolution skills
• Proficient in Mac OS, Google Workspace, QA software, Learning Management Systems (LMS), presentation tools, and Asana
• Ability to complete onboarding milestones and maintain a 90% calibration alignment score within 60 days

Qualifications

Must Haves

• Bachelor's degree or equivalent combination of education and experience
• 3+ years experience in a contact center/customer service environment (phone, chat, email)
• Demonstrated experience providing quality feedback, coaching, training, or performance support
• Exceptional written/verbal communication, adult learning facilitation, analytical thinking, active listening, and conflict resolution skills
• Proficient in Mac OS, Google Workspace, QA software, Learning Management Systems (LMS), presentation tools, and Asana
• Ability to complete onboarding milestones and maintain a 90% calibration alignment score within 60 days

Benefits

• Medical, dental, and vision employee coverage for as little as $1 each per month
• Personal paid time off in addition to major holidays
• Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance are all 100% paid by the employer
• 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 6% of employee earnings