Customer Care Training Assistant

Description

We are seeking a highly organized and motivated Customer Care Training Assistant to support the training and onboarding operations in our fast-paced card product and copay call center. The ideal candidate will assist the Training Manager in preparing training materials, coordinating sessions, tracking learner progress, and ensuring a smooth delivery of training programs.

This role is critical in maintaining a high standard of knowledge and performance among our customer service representatives who handle sensitive financial and healthcare-related information.

Requirements

Essential Functions and Responsibilities

• Support the trainer during live training sessions by managing logistics, distributing materials, and handling room setup
• Assist with system access setup and navigation training for various financial and medical software platforms
• Maintain and update training records and attendance logs in compliance with organizational and client standards
• Assist in developing training materials such as SOPs, guides, e-learning modules, and slide decks
• Communicate training reminders and updates via internal channels
• Coordinate training schedules, rooms, and resources for new hire and ongoing training sessions
• Conduct side-by-sides, QA audits, or call listening to identify coaching opportunities under trainer supervision
• Help update internal knowledge bases and SOPs as changes in procedures occur
• Provide a nesting period with newly trained agents to help and provide guidance as needed
• Collaborate with team leads and QA teams to identify common agent errors and align training improvements accordingly
  
  

Required Skills/Abilities

• In-depth understanding of customer care training operations, including call-handling processes, customer care principles, and performance metrics
• Exemplary knowledge base pertaining to customer care (Policies, procedures, SOPs, etc.)
• Proficiency in adult learning methodologies, tools, and techniques
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations
• Excellent communication skills, both verbal and written, with the ability to provide constructive feedback and communicate effectively
• Detail-oriented with a focus on accuracy and precision in evaluating performance and maintaining records
• Ability to work independently and collaboratively in a fast-paced environment, effectively managing multiple priorities and deadlines
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint) and experience with quality-monitoring software/systems
  
  

Minimum Qualifications

• Minimum of two years of experience in a customer care environment OR at least one year of experience in quality assurance in a customer care environment
• High school diploma or equivalent
• At least 18 years of age
  
  

Supervisory Responsibilities/Accountabilities

• This position does not have supervisory responsibilities/accountabilities.
  
  

Working Conditions

• Work is performed within an indoor office environment utilizing standard office equipment.
• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds plus walking and standing for long periods of time.
• Travel: This position does not normally require overnight travel.
• Remote Work: This position is not eligible for remote work.