Customer Service Training Specialist

Description: • Coordinate New Hire on-boarding documentation and candidate on boarding experience • Support New Hire Training through leading learning session utilizing a variety of modalities • Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs • Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program • Implement new modalities that improve customer experience measured by the decrease in agent driven DSATs and increased customer retention • Schedule and deliver all on-going team continuous education sessions • Support the Customer Care organization on the creation and improvement of Training materials, where needed • Actively seek on-going skill development opportunities • Become a Gladly conversation and Customer Care workflow SOP expert • Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve • Be a leader in demonstrating our Quince Values and Operating Principles, prioritizing the Customer First mentality Requirements: • Bachelor’s Degree • 3+ years of experience in Training/Learning development • Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups • Proficiency in computer usage • Willingness to work different shifts as needed • Balance and prioritize multiple tasks • Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve Benefits: • Equal employment opportunities for all employees • Commitment to ensuring an inclusive and accessible hiring process Apply Job! Apply to this Job