Training Specialist

We’re looking for a Training Specialist Customer Service to help our Customer Service Representatives build the knowledge, skills, and confidence they need to deliver exceptional customer experiences across voice, chat, and email.

This is an individual contributor role responsible for new hire onboarding, continuous learning, e-learning development, and performance enablement within a fast-moving Customer Service environment. You’ll build and facilitate learning experiences, identify opportunities for improvement through performance and Quality Assurance insights, and help teams successfully adopt new tools, processes, and ways of working.

We’re looking for someone who can do more than simply deliver training. You should be equally comfortable building an e-learning course from the ground up, facilitating an engaging live session, analyzing where employees need additional support, and consulting with stakeholders to recommend the right learning solution.

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  Design, develop, and deliver scalable onboarding, e-learning, and continuous learning programs that improve and maintain Customer Service Representative performance

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  Facilitate engaging live virtual and instructor-led training across new hire onboarding, upskilling, process changes, technical topics, and ongoing professional development

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  Partner consultatively with Customer Service leaders, Quality Assurance, and other stakeholders to identify performance gaps and recommend learning solutions, not simply take training requests at face value

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  Use QA trends, learner feedback, KPIs, and post-training performance data to evaluate training effectiveness and identify opportunities for targeted reinforcement or improvement

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  Maintain training programs and operations, including LMS content, course materials, scheduling, completion tracking, readiness documentation, and updates required as tools, technology, products, and processes evolve

• 3+ years of experience in training, Learning & Development, Customer Service, contact center operations, or a related environment

• Hands-on experience developing e-learning and training content, along with demonstrated experience facilitating live virtual and/or instructor-led learning

• A strong understanding of adult learning principles and the ability to translate complex processes, tools, or information into clear and engaging learning experiences

• A consultative approach to stakeholder partnership, with the confidence to assess needs, ask thoughtful questions, and recommend solutions based on performance needs

• Strong communication, presentation, organization, and execution skills, with the ability to manage multiple priorities and adapt quickly in a collaborative, evolving environment

A bachelor’s degree in Education, Business, Organizational Development, or a related field is helpful, but equivalent professional experience is equally valued.

Experience with every tool or platform below is not required. We are most interested in your ability to build effective learning experiences, learn new technology quickly, and use data to continuously improve training.

• Learning Management Systems (LMS)

• E-learning and digital content development tools

• Virtual training and collaboration platforms

• Microsoft Office and productivity tools

• Quality Assurance, performance reporting, and learner feedback data

• Own meaningful training programs that directly influence how prepared and confident our Customer Service Representatives are in supporting customers

• Build both live and digital learning experiences rather than being limited to facilitating preexisting content

• Work closely with Customer Service, Quality Assurance, and cross-functional stakeholders to solve real performance challenges

• Help shape learning programs as Colibri introduces new tools, technologies, processes, and customer service models

• Join a collaborative, supportive team where your creativity, judgment, and ideas are encouraged and your work will have a visible impact

You may not check every preferred box, and that is okay! Strong candidates may come from contact center training, Customer Service enablement, corporate Learning & Development, instructional design, technical training, or other high-volume employee learning environments.

However, this role does require hands-on experience developing training or e-learning content and confidently facilitating live learning experiences. If your recent experience has primarily involved coordinating training or delivering materials created entirely by others, this may not provide the depth needed for this particular opportunity.

If you enjoy creating learning experiences, working closely with stakeholders, helping employees grow, and seeing a direct connection between your training and improved performance, we would love to hear from you.

We want our interview process to give you a clear picture of the role, the team, and what it’s like to work at Colibri while giving us the opportunity to understand your experience, how you approach your work, and what you’re looking for next.

While the exact process may vary slightly by role, you can generally expect:

Colibri Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome, respected, and empowered to do their best work. We encourage qualified candidates from all backgrounds, experiences, and career paths to apply.