Training Specialist II

Mass General Brigham relies on a wide range of professionals to advance our mission as a not-for-profit supporting patient care, research, teaching, and community service. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us.

About the role

Responsible for designing, developing, implementing, and evaluating training programs to enhance the skills and knowledge of employees within an organization. This fully remote role is well-suited for a highly collaborative, service-oriented training professional who can translate contact center workflows, quality trends, and operational priorities into effective virtual learning experiences for new and existing Enterprise Contact Center employees.

Responsibilities

• Conduct training needs assessments to identify skill gaps and determine training requirements for different employee roles and levels.
• Design and develop engaging and interactive training programs, including instructor-led sessions, e-learning modules, job aids, and other training resources.
• Collaborate with subject matter experts to gather content, ensure accuracy, and incorporate industry best practices into training materials.
• Deliver training sessions to employees using various methods such as classroom instruction, virtual sessions, workshops, and on-the-job training.
• Facilitate engaging and interactive training activities, discussions, and exercises to promote effective learning and skills transfer.
• Provide coaching and feedback to learners, addressing questions and clarifying concepts to support their understanding and application of training content.
• Develop, update, and maintain training curriculum, job aids, quick reference guides, participant materials, SOPs, SOP database content, and other learning resources that support accurate local and central scheduling, customer service excellence, and consistent use of contact center systems and workflows.
• Deliver engaging virtual classroom and remote one-on-one training for new hires and existing staff, including onboarding, refresher training, procedural updates, customer service skills, system navigation, workflow changes, and remote learner support.
• Use quality assurance findings, productivity data, scheduling trends, practice-reported issues, and staff feedback to identify skill gaps and recommend targeted education, coaching, or process improvement opportunities.
• Review, revise, and maintain standard operating procedures and the SOP database in partnership with Quality Assurance and cohort leadership to ensure content remains current, accurate, accessible, and aligned with operational standards.
• Evaluate and support cohort training programs by reviewing training needs, learner outcomes, workflow changes, and opportunities to strengthen consistency across teams.
• Partner with clients, operational stakeholders, and subject matter experts to develop content, training materials, curriculum, and delivery plans that support accurate local and central scheduling workflows.
• Partner closely with operational leaders, supervisors, subject matter experts, and cross-functional teams to ensure training content reflects current standards, policies, procedures, technology, and service expectations.
• Support competency development by creating assessments, tracking training effectiveness, gathering learner and leader feedback, and escalating performance or quality concerns to the appropriate supervisor or manager.
• Maintain training schedules, documentation, knowledge management resources, and training logistics while supporting new program launches, workflow revisions, and ongoing departmental initiatives with an educational component.
• Bring strong facilitation, communication, organization, writing, editing, analytical thinking, and relationship-building skills, with the ability to adapt content for different learning styles in a fast-paced healthcare contact center environment.
• Create a structured, interactive, and supportive remote training environment that promotes engagement, accountability, and skill transfer for employees who are learning and performing their roles from home-based workstations.

Requirements

• Bachelor's Degree in a related field of Study required.
• 2-3 years of experience in training and development.
• Experience with developing and delivering training programs.
• Experience working with employers to identify training needs.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to work under pressure.

Schedule

• Monday–Friday, 8:00 AM – 5:30 PM EST.
• Scheduled weekly hours: 40.
• Remote work with a quiet, secure, stable, HIPAA-compliant workstation required.

Pay

Annual pay range: $63,648.00 – $92,570.40.