Training Specialist Sr.

Location: Alameda, CA (Hybrid)
Pay Rate: $48 - $51/hour

Position Summary

The Senior Training Specialist - Service Excellence is responsible for designing, developing, and implementing global training programs that support Customer Experience teams and Business Process Outsourcing (BPO) partners. This role plays a key part in executing the organization’s learning strategy by ensuring employees and external partners have the skills required to support customer-facing products, technical troubleshooting, regulatory compliance, complaint handling, and high-quality customer service. The Senior Training Specialist collaborates with cross-functional subject matter experts to translate complex technical and operational information into engaging training programs. Training content will be delivered through a variety of formats including document-based materials, interactive eLearning modules, video and audio content, and instructor-led sessions. This role also oversees learning management system (LMS) administration, training compliance tracking, and continuous improvement of training programs to ensure consistent global learning standards.

Responsibilities

• Training Program Design & Development
  • Design, develop, and deliver training programs that support global Customer Experience teams and BPO partners.
  • Apply adult learning principles and instructional design methodologies to create effective learning solutions.
  • Develop training content in multiple formats including eLearning modules, instructor-led training (ILT), virtual training sessions, workshops, and structured on-the-job training (OJT).
  • Create multimedia learning assets including presentations, videos, audio materials, and interactive training modules.
  • Integrate knowledge checks, assessments, and evaluation tools to measure comprehension and learning effectiveness.
• Learning Management System (LMS) Administration
  • Maintain and administer the global LMS environment, including course uploads, version control, and training documentation.
  • Manage training compliance tracking and record keeping across internal Customer Service teams and external BPO partners.
  • Ensure training materials adhere to organizational standards, compliance policies, and regulatory requirements.
• Cross-Functional Collaboration
  • Partner with subject matter experts across product, quality, regulatory, and customer support teams to develop accurate training content.
  • Translate technical product knowledge and operational procedures into clear, engaging training materials.
  • Facilitate training sessions, train-the-trainer programs (TTT), and knowledge transfer initiatives.
• Program Evaluation & Continuous Improvement
  • Monitor and evaluate training effectiveness through assessments, performance metrics, and feedback.
  • Maintain program and individual training records to support compliance and reporting requirements.
  • Identify opportunities to improve training programs, processes, and learning technologies.
  • Stay current on emerging trends in instructional design, learning technologies, and adult education practices.
• Vendor & Project Coordination
  • Manage external vendors and partners supporting training content development.
  • Ensure deliverables meet quality standards, timelines, and project objectives.
  • Track project details and documentation to support scalable and repeatable training programs.

Qualifications

• Required Qualifications
  • Portfolio demonstrating instructional design expertise and application of adult learning principles (required for consideration).
  • 5+ years of experience designing and developing learning content across multiple formats (documents, video/audio, and interactive learning).
  • Bachelor’s degree in Instructional Design, Education, English, Graphic Design, or a related field, or equivalent professional experience.
  • Experience administering and maintaining a Learning Management System (LMS).
  • Advanced proficiency with learning development tools including:
    • Articulate 360 / Rise 360
    • PowerPoint
    • Adobe Creative Suite (InDesign, Photoshop)
  • Strong written, verbal, presentation, and facilitation skills.
  • Experience supporting training initiatives in customer service, technical support, or call center environments.
  • Advanced proficiency with Microsoft Office tools.
• Preferred Qualifications
  • Experience with Allego LMS.
  • Strong facilitation skills for training sessions, workshops, and cross-functional meetings.
  • Experience within healthcare, medical device, or regulated industries.
  • Master’s degree in Instructional Design, Educational Technology, or a related field.
  • Project management certification (PMI) or demonstrated experience managing complex training initiatives.