Training Specialist - Customer Support (Workplace)

About the Role

The Training Specialist has a key role in the end-to-end ownership of training initiatives within the facility support team. This role ensures that customer interactions are not only evaluated for quality but that the findings lead directly to process and training improvements. The Training Specialist will act as the single point of accountability for training quality, driving continuous improvement across support operations and elevating the standard of customer support at Clipboard Health.

By establishing a continuous feedback loop that includes auditing, root cause analysis, SOP enhancement, and agent coaching, this role will drive quality improvements from end to end. The successful candidate will work closely with support agents, operations, and quality assurance teams to proactively address quality issues and prevent recurrence through targeted training and knowledge-sharing initiatives. The Training Specialist will regularly collaborate with product managers, subject matter experts, and internal stakeholders to gather input, update content, and maintain the training with the latest process/product updates.

Familiarity with various training methods, including virtual classroom sessions, role-play, e-learning platforms, and tools such as Google Workspace, is crucial to success in this role.

Working hours: US working hours expected

Key Responsibilities

Training Design and Delivery

• Develop Comprehensive Training Programs: Design, implement, and refine training sessions for customer support agents, focusing on quality standards, process adherence, and effective problem-solving.
• Training Needs Analysis: Conduct ongoing assessments to identify areas where agents need support or additional training, tailoring content to address specific quality challenges and skills gaps.
• Onboarding: Lead new hire training programs that equip agents with a strong foundation in customer support best practices and Clipboard Health’s quality standards.
• Audit Agent Interactions: Perform regular quality audits to assess agents’ performance, identifying specific training needs and opportunities for skill enhancement.
• Performance Feedback: Deliver constructive feedback to agents based on audit findings, helping them improve through coaching and targeted training modules.

Continuous Improvement Initiatives

• Quality Insights for Training Enhancement: Use insights gained from quality audits and agent performance to continually improve training content, ensuring that training programs are relevant and impactful.
• Stakeholder Engagement: Actively participate in quality and performance review meetings, sharing insights from training assessments and contributing to Clipboard Health’s broader quality improvement strategies.
• Measure Training Effectiveness: Implement post-training assessments and feedback loops to measure the impact of training initiatives and adjust as necessary to maximize learning outcomes.

Content Creation and Knowledge Management

• Knowledge Base Maintenance: Write, update, and organize knowledge articles and SOPs that serve as key resources for the support team, ensuring accessibility and accuracy.
• Training Materials: Create clear, engaging training materials, such as presentations, guides, and process documents, that support agent learning and quality improvement.
• Cross-Team Collaboration: Partner with the quality and support teams to ensure that all knowledge resources are up-to-date and reflect any recent changes in processes or best practices.

Your First 90 Days

In your first 90 days, you can expect to:

• Complete the new-hire training program, along with 1-2 weeks of day-to-day operations to assess training effectiveness.
• Review existing training guides and plans, and identify areas of improvement.
• Develop and deliver refresher training sessions for your functional area.
• Run at least one new-hire training program from start to finish with a 90% throughput
• Provide fast and effective feedback and coaching to new agents.

What Sets You Apart

First principles thinking

• Can design training programs from the ground up, iterating rapidly and discarding ineffective methods. Not getting stuck in a set way of doing because “that’s the way it’s done”, but remaining flexible and purpose-driven in improvement.

Providing Feedback and Coaching

• Skilled in providing direct, actionable feedback to agents, focusing on precise areas for improvement to drive measurable quality improvements in their performance.

Ownership

• Takes complete responsibility for the training cycle, from onboarding through to agents’ first day on the job. This includes ownership of training materials, and ensuring content is current, clear, and built from first principles with customer-centricity in mind.

Verbal communication

• Can effectively communicate new information in a short time to a culturally diverse group of agents, while keeping them engaged in the content.

Attention to detail

• Meticulously evaluate customer interactions, identify quality issues, fine-tune SOPs, and deliver feedback that directly targets specific areas for improvement.