Training Specialist II

Role and Responsibilities:

The Trainer II / Lead Trainer serves as the lead facilitator and curriculum developer for the Training Department. This position is responsible for delivering engaging instructor-led and virtual training programs across multiple lines of business while developing maintaining and enhancing training curriculum learning resources and Learning Management System (LMS) content.

The Training Specialist II acts as a subject matter expert and mentor to other trainers partnering with Operations Compliance Quality Human Resources and department leaders to ensure employees receive consistent accurate and effective training that supports operational excellence and client requirements.

This position does not have direct supervisory responsibilities but may provide guidance coaching and support to other trainers and basic class management expectations.

Key Responsibilities:

Training Facilitation

• Facilitate instructor-led classroom training for multiple lines of business.
• Deliver virtual instructor-led training using approved learning platforms.
• Conduct new hire cross-training refresher and continuing education classes.
• • Facilitate train-the-trainer sessions as assigned.
  • Evaluate learner comprehension through classroom activities assessments and observations.
  • Adapt instructional techniques to accommodate various learning styles.
  • Foster an engaging and inclusive learning environment that promotes learner success.

  Curriculum Development

  • Design develop and maintain training curriculum utilizing adult learning principles.
  • Create facilitator guides participant guides workbooks job aids reference materials and knowledge assessments.
  • Develop scenario-based learning activities and simulations.
  • Update curriculum to reflect operational compliance client and regulatory changes.
  • Maintain version control and documentation for all training materials.
  • Review and revise curriculum based on learner feedback quality trends and operational performance.
  • Digital Content
  • Develop eLearning modules and interactive digital learning materials.
  • Create instructional videos presentations quick reference guides and other learning resources.
  • Utilize Microsoft Office Suite and learning technologies to create engaging training content.
  • Collaborate with subject matter experts to ensure technical accuracy.

  Learning Management System (LMS)

  • Assist in the development implementation and ongoing administration of the organizations Learning Management System (LMS).
  • Build and maintain online courses and learning paths.
  • Upload organize and maintain digital learning content.
  • Assign required training and certifications.
  • Monitor learner progress and course completion.
  • Generate LMS reports and completion metrics.
  • Troubleshoot basic LMS issues and recommend system improvements.

  Cross-Functional Support

  • Partner with Operations Compliance Quality and department leadership to identify training opportunities.
  • Support new client implementations program launches and process changes.
  • Participate in quality calibration sessions and process improvement initiatives.
  • Assist with knowledge management by ensuring training documentation remains accurate and current.
  • Maintain training records in accordance with organizational and client requirements.

  Leadership & Mentoring

  • Serve as a lead resource for the Training Department.
  • Provide guidance and mentorship to trainers and other departments as assigned.
  • Share best practices and instructional techniques.
  • Assist with onboarding and development of new trainers.
  • Support continuous improvement initiatives within the Training Department.

Qualifications:

• Associates degree in education Communications Organizational Development a related field preferred or the equivalent combination of education and experience may considered.
• Minimum of three (3) years of corporate training adult education or instructional experience.
• Experience facilitating classroom and virtual training.
• Experience creating or maintaining training curriculum.
• Experience supporting multiple business lines or departments preferred.
• Experience utilizing Learning Management Systems (LMS) preferred.

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Why North End Teleservices

At North End Teleservices we value creativity innovation and a deep understanding of our business and clients. As a Training Specialist II you will have the unique opportunity to shape how we communicate our value and vision directly influencing the success of our business. Join us and be part of a team that thrives on collaboration creativity and making a real impact for our clients and communities.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices LLC.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race color national origin religion gender gender identity sexual orientation disability veteran status age marital status citizenship status or any other status protected by law.

Required Experience:

IC