About The Role

About the Role

We’re looking for a Training & Performance Specialist who can help frontline team members build stronger skills and improve their performance.

This role goes beyond delivering training materials. You’ll work closely with employees to understand why they’re struggling, identify the specific skill or knowledge gap, and provide practical coaching or training that helps them improve.

You’ll support both new employees learning the role and existing team members who need targeted development.

What You'll Do

Facilitate training for new team members and help them become confident in their work.
Provide refresher training and targeted coaching to existing employees.
Identify the specific knowledge, skill, or performance gaps affecting an employee.
Adjust your coaching approach based on what an individual needs to improve.
Demonstrate processes, observe employees performing them, and provide actionable feedback.
Use performance results and feedback to identify areas where additional training is needed.
Track employee progress and determine whether coaching or training has produced improvement.
Review training content and recommend improvements when materials are unclear or ineffective.
Support both voice and non-voice teams.

Requirements

What We're Looking For

1–2+ years of experience in employee training, performance coaching, learning & development, or a similar role.
Hands-on experience training or coaching frontline/production employees.
Experience conducting new-hire training, refresher training, performance coaching, or uptraining.
Strong ability to identify why someone is struggling, rather than simply repeating instructions.
Comfortable using performance metrics or quality results to guide coaching.
Strong spoken and written English.
Warm, approachable, patient, and engaging communication style.
Able to give clear, constructive feedback and adapt your approach to different learners.
Experience in a contact center, customer operations, research, or similar environment is a plus.