[Hiring] Training & Quality Assurance Specialist @Learning Network

Role Description

As a Training & Quality Assurance Specialist, you will elevate customer service across channels by:

• Evaluating customer-employee interactions
• Identifying performance gaps
• Designing resources to support ongoing achievement
• Leading training sessions
• Delivering actionable coaching

Your role directly contributes to operational excellence and builds trust with students, families, and partners.

Core 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.

Essential Duties

• 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 Schedule & Environment

• 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.
• Avoid all concurrent work during scheduled hours and maintain full professional focus.
• Maintain a private, professional, distraction-free remote workspace with reliable high-speed internet.

This Role Is For You If:

• You enjoy coaching and training people to consistently apply a high level of service and professionalism.
• You naturally notice operational patterns, quality gaps, and opportunities for improvement that benefit customers.
• You balance objective quality analysis with clear, empathetic instruction and feedback.
• You value consistency, operational excellence, and continuous learning.
• You understand the impact of courteous communication on customer satisfaction.

This Role Is Not For You If:

• You seek high flexibility in your schedule or a self-paced workday.
• You hesitate to hold tough, constructive coaching conversations or lead group presentations.
• You struggle with tight responsiveness, follow-through, or time management under metrics.
• You prefer independent work without frequent facilitation, collaboration, or feedback loops.
• You dislike public speaking, creating educational materials, or documenting detailed observations.
• You want to balance this position with another job.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience (required)
• 3+ years experience in a contact center/customer service environment (phone, chat, email) (required)
• Demonstrated experience providing quality feedback, coaching, training, or performance support (required)
• 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
• Ability to pass required background checks

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

Base Pay Range

$23 — $25 USD