Job Description
Role Overview
The Customer Service Trainer is responsible for delivering highquality training programs
that prepare Customer Service Associates for production readiness. This role supports
new hire training, upskilling, knowledge transfer, certification, and TraintheClass
(TTC) activities, ensuring agents meet performance, quality, and customer experience
standards.
Key Responsibilities
Deliver New Hire, Product, Process, Systems, and Refresher Training
Facilitate TraintheClass (TTC) and onboarding sessions
Support Knowledge Transfer (KT) and accurate knowledge capture from SMEs
Develop and maintain training materials (decks, job aids, assessments)
Conduct certifications, knowledge checks, and readiness evaluations
Identify learning gaps and provide coaching or refresher support
Collaborate with Operations, QA, WFM, and Delivery teams
Participate in training governance, rea...