Impact & Why This Matters

Behind every exceptional student and family experience is a commitment to delivering consistent, accurate, and compassionate service. As a Training & Quality Assurance Specialist, you will elevate customer service across channels by evaluating customer-employee interactions, identifying performance gaps, designing resources to support ongoing achievement, leading training sessions, and delivering actionable coaching. Every assessment, training module, and coaching conversation you facilitate directly contributes to operational excellence and builds trust with students, families, and partners.

Purpose & Role Overview

You will strengthen organizational performance by reviewing customer-facing work, facilitating new-hire and ongoing training modules, providing constructive coaching, and promoting quality standards across teams. Success requires a high level of attention to detail, objectivity, educational facilitation, and people skills. You will review phone calls, emails, chats, tickets, and operational work products while facilitating training that empower team members to grow and succeed.

Core Responsibilities

• Evaluate customer interactions and work products against operational standards and service expectations.
• Complete observation forms to document areas that require improvement and exceed expectations.
• Design, update, and deliver onboarding and continuous training modules.
• Deliver objective, timely, and constructive coaching feedback to support individual and team development.
• Identify performance trends and operational gaps to create targeted learning interventions and actionable recommendations for leadership.
• Maintain organized quality and training records while partnering with leaders to foster a culture of continuous learning and improvement.

Essential Duties

1. Conduct QA evaluations on calls, emails, chats, and tickets using established systems, processes, and standards.
2. Facilitate live and asynchronous training sessions, skill-building webinars, and refresher workshops for new hires and existing staff.
3. Translate QA audit insights into gap analysis summaries, then build training, coaching, job aids, and asynchronous learning modules to remediate and improve performance
4. Facilitate constructive coaching sessions and partner with employees to develop actionable improvement plans.
5. Resolve evaluation disputes professionally while maintaining fairness, consistency, and objective learning outcomes.
6. Track quality trends and training completion rates and prepare performance summaries for leadership.
7. Collaborate closely with other departments to build and maintain standard operating procedures (SOPs) based on emerging quality trends.
8. Conduct calibrations wherein employees from all levels and departments are taught how to consistently apply standard performance expectations.
9. Maintain strict confidentiality regarding employee performance and customer data.

Work Schedule & Environment

1. Work a fixed schedule: 8:30 a.m.–5:30 p.m. Mountain Time (Denver/America), year-round, auto-adjusting for daylight saving time.
2. Remain actively available and immediately responsive throughout the workday via phone, chat, Zoom, email, and internal systems so students, parents, and colleagues can reach you in real time.
3. Avoid all concurrent work during scheduled hours and maintain full professional focus; ensure any outside employment does not interfere with performance and is approved in writing in advance.
4. Maintain a private, professional, distraction-free remote workspace with reliable high-speed internet that supports video and required tools.

This Role Is For You If:

• You enjoy coaching and training people to consistently apply a high level of service and professionalism.
• You naturally notice operational patterns, quality gaps, and opportunities for improvement that benefit customers.
• You balance objective quality analysis with clear, empathetic instruction and feedback.
• You value consistency, operational excellence, and continuous learning.
• Helping employees understand the impact that consistently saying things like “please” and “thank you” can have on customer satisfaction.

This Role Is Not For You If:

• You seek high flexibility in your schedule or a self-paced workday.
• You hesitate to hold tough, constructive coaching conversations or lead group presentations.
• You struggle with tight responsiveness, follow-through, or time management under metrics.
• You prefer independent work without frequent facilitation, collaboration, or feedback loops.
• You dislike public speaking, creating educational materials, or documenting detailed observations.
• You want to balance this position with another job.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience (required)
• 3+ years experience in a contact center/customer service environment (phone, chat, email) (required)
• Demonstrated experience providing quality feedback, coaching, training, or performance support (required)
• Exceptional written/verbal communication, adult learning facilitation, analytical thinking, active listening, and conflict resolution skills
• Proficient in Mac OS, Google Workspace, QA software, Learning Management Systems (LMS), presentation tools, and Asana
• Ability to complete onboarding milestones and maintain a 90% calibration alignment score within 60 days
• Ability to pass required background checks

Benefits

• Medical, dental, and vision employee coverage for as little as $1 each per month;
• Personal paid time off in addition to major holidays;
• Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance are all 100% paid by the employer; and
• 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 6% of employee earnings.