Role Overview

The Customer Service Trainer is responsible for delivering highquality training programs

that prepare Customer Service Associates for production readiness. This role supports

new hire training, upskilling, knowledge transfer, certification, and TraintheClass

(TTC) activities, ensuring agents meet performance, quality, and customer experience

standards.

Key Responsibilities

 Deliver New Hire, Product, Process, Systems, and Refresher Training

 Facilitate TraintheClass (TTC) and onboarding sessions

 Support Knowledge Transfer (KT) and accurate knowledge capture from SMEs

 Develop and maintain training materials (decks, job aids, assessments)

 Conduct certifications, knowledge checks, and readiness evaluations

 Identify learning gaps and provide coaching or refresher support

 Collaborate with Operations, QA, WFM, and Delivery teams

 Participate in training governance, rea...