Training Coordinator, Contact Center

Deliver and evaluate contact-center training by designing, implementing, and refining training content so employees can support client interactions effectively. Partner with an instructional designer and subject matter experts to develop learning materials, guides, and e-learning courses, and conduct needs assessments end-to-end. Monitor learning outcomes through delivery, assignments, and assessments, analyze performance trends, and help employees reach proficiency against metrics like QA, AHT, ASAT, and authentication.