Customer Service Trainer & Quality Coach

In this role, you’ll help prepare, coach, and support Personal Support Center agents so they can deliver accurate, confident, and consistent service across calls, chats, emails, tickets, and related support workflows.

This role exists to build agent readiness, service quality, and continuous improvement across Collegis Education’s Personal Support Center by leading onboarding, training, proficiency validation, quality coaching, performance support, and training program improvement in a 24/7 omnichannel support environment.

What You’ll Do:

Training and Onboarding

• Own the end-to-end onboarding and readiness program for new PSC agents, combining instructor-led learning, virtual learning, self-paced modules, demonstrations, scenario practice, monitored interactions, and documented proficiency requirements before independent production work.
• Design, develop, facilitate, and continuously improve training across classroom, virtual, eLearning, microlearning, simulations, job aids, recorded demonstrations, knowledge checks, facilitator guides, and performance-support resources.
• Create and maintain role-based and partner-specific learning paths covering supported technologies, common requests, procedures, service expectations, communication standards, documentation requirements, security and privacy practices, escalation procedures, and voice, chat, email, and ticket workflows.
• Coordinate with partner leaders, Knowledge Management, and subject matter experts to validate content and incorporate changes to systems, processes, applications, and support expectations promptly.
• Maintain training schedules, attendance, completion records, assessment results, remediation plans, and other required training documentation.
• Facilitate train-the-trainer and leader enablement so supervisors and subject matter experts reinforce standards consistently.

Readiness and Proficiency Validation

• Establish readiness and certification criteria and assess agent proficiency through knowledge assessments, simulations, documentation exercises, and observed customer interactions.
• Document strengths, knowledge gaps, and remediation needs, partnering with supervisors to confirm readiness for independent production.
• Provide coaching and observation during early production and following remediation to validate sustained proficiency and performance.

Quality Coaching and Continuous Improvement

• Conduct recurring quality reviews and calibration activities using established standards, customer interactions, scorecards, feedback, and performance data.
• Translate quality findings into actionable feedback, coaching, refresher training, knowledge updates, and workflow improvements.
• Provide individual and group coaching focused on service quality, communication, troubleshooting, documentation, and escalation, with follow-up to ensure sustained improvement.
• Identify performance trends and root causes, distinguishing skill and knowledge gaps from process, system, staffing, or documentation issues while reinforcing accountability and continuous learning.

AI-Enabled Quality, Coaching, and Training

• Partner with technology resources to implement and improve approved AI-assisted quality and coaching tools, maintaining evaluation criteria and validating AI-generated results against human reviews for accuracy, consistency, and bias.
• Use approved AI tools to support training development, coaching, trend analysis, and identifying process automation while ensuring human oversight, data protection, and compliance with AI governance.
• Educate agents and leaders on appropriate AI use and escalation.

Program Management, Reporting, and ROI

• Develop and manage the training and quality calendar, aligning initiatives with hiring, partner onboarding, system changes, launches, and operational priorities
• Establish reporting to track training completion, readiness, proficiency, quality, retention, customer experience, and coaching outcomes.
• Evaluate training effectiveness and ROI, providing leadership with regular insights on trends, outcomes, and risks; use performance data and employee feedback to prioritize investments and recommend improvements to onboarding, knowledge management, workflows, quality practices, and service standards.

Partner and Launch Enablement

• Support new partners and application launches through discovery, knowledge transfer, training, and readiness validation.
• Maintain accurate, accessible training resources while fostering accountability, continuous improvement, and partner readiness.