Learning & Development Specialist

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We are seeking a detail-oriented Learning & Development Specialist I to support the delivery and administration of employee training programs. This role will assist with training coordination, content development, LMS administration, workshop facilitation, knowledge management, and performance tracking.

The ideal candidate has experience in a call center training environment, strong communication and organizational skills, and a passion for supporting employee learning and development.

Responsibilities:

  • Assist with the preparation and delivery of monthly or bi-monthly SOP refresher training, including scheduling, logistics, and material organization

  • Maintain and update FAQs, knowledge articles, training modules, and other learning resources to ensure content remains accurate and current

  • Administer knowledge checks, including scheduling, proctoring, and tracking results

  • Support Learning Management System (LMS) administration, including uploading content, monitoring learner progress, and generating reports

  • Create and update training materials, including presentations, manuals, and e-learning modules

  • Co-facilitate workshops and training sessions and engage with trainees throughout the learning process

  • Coordinate training logistics, including scheduling, material preparation, and other session requirements

  • Assist with the creation and distribution of training newsletters and videos, including content development, editing, and formatting

  • Track and analyze performance data to evaluate training effectiveness

  • Collect and analyze feedback from trainees, Team Leads, and managers to identify opportunities to improve training content and delivery

  • Prepare training-related communications, including announcements, reminders, and follow-up materials

  • Provide administrative support to the Learning & Development team, including meeting coordination, calendar management, and file organization

  • Collaborate with Quality Assurance to review quality metrics and agent performance trends and translate findings into targeted training solutions

Requirements:

  • At least 5 years of experience in a call center training environment

  • Experience supporting or delivering employee training and learning programs

  • Experience with Learning Management Systems (LMS)

  • Strong organizational and time management skills

  • Excellent communication and interpersonal skills

  • C1-level English proficiency

  • Spanish proficiency at C1 level or above is a plus

  • Proficiency with Google Workspace or similar productivity tools

  • Ability to work independently and collaboratively within a team

  • Familiarity with adult learning principles is preferred

  • Knowledge of instructional design principles is preferred

  • Experience with e-learning development tools such as Kahoot! is a plus

  • Experience with Kustomer CRM is preferred

  • Training or background in Organizational Psychology is a plus

Apply now