Trainer

Position Summary

The Service Center Training Specialist designs, delivers, and supports training programs that promote employee development, operational excellence, and customer experience objectives. Reporting to the Knowledge Manager, this role facilitates instructor-led, virtual, and blended learning programs while maintaining training materials related to business processes, government programs, systems, tools, and workflows.

The Training Specialist collaborates with the Instructional Designer, subject matter experts, Knowledge Management, operational leaders, and other stakeholders to ensure learning content remains accurate, current, and aligned with operational procedures. This role supports onboarding, continuing education, system implementations, and operational initiatives across phone, chat, email and web service channels.

Essential Duties and Responsibilities

• Deliver instructor-led, virtual instructor-led, and blended learning programs supporting operational processes, government programs, systems, tools, workflows, and organizational initiatives.
• Facilitate onboarding, continuing education, refresher training, and system implementation training to promote employee readiness and operational effectiveness.
• Develop, maintain, and update training materials, including instructor guides, participant materials, job aids, quick reference guides, and other learning resources.
• Collaborate with the Instructional Designer, subject matter experts, Knowledge Management, and operational leaders to validate content and ensure learning materials remain accurate, current, and aligned with business processes and procedures.
• Coach learners and evaluate training effectiveness through assessments, observations, feedback, knowledge checks, quality metrics, and operational performance data.
• Administer training activities using Learning Management Systems (LMS) and learning technologies, including attendance tracking for new hires, completion records, assessments, and training documentation.
• Support curriculum updates, pilot sessions, user acceptance testing (UAT), and implementation activities related to process improvements, system enhancements, and organizational initiatives.
• Manage assigned training requests, development activities, and priorities using Jira or similar work management tools while applying Agile practices, including Kanban and Scrum methodologies.
  

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor's degree and one (1) year of experience in training, learning and development, classroom instruction, curriculum support, adult education, or an equivalent combination of education and professional experience.
• Relevant experience may include classroom instruction, training delivery, curriculum support, onboarding, facilitation, customer service training, contact center operations, or related learning functions.
• Experience supporting continuous improvement initiatives is preferred.
  

Required Knowledge, Skills, and Abilities

• Experience facilitating instructor-led, virtual, and blended learning programs using effective adult learning principles and facilitation techniques.
• Ability to communicate complex operational processes and technical concepts in an engaging, clear, and understandable manner.
• Experience utilizing Learning Management Systems (LMS), Microsoft 365 applications, virtual learning platforms, and enterprise learning technologies to support training delivery and documentation.
• Knowledge of instructional materials, job aids, training documentation, and knowledge resources.
• Working knowledge of Agile methodologies, including Kanban and Scrum practices, with experience using Jira or similar tools to manage work assignments and priorities.
• Strong presentation, communication, organizational, and facilitation skills with the ability to manage multiple assignments and engage diverse audiences.
• Ability to evaluate learner understanding, provide constructive feedback, and build collaborative relationships with operational leaders, subject matter experts, Knowledge Management, and cross-functional teams.
  

Preferred Qualifications

• Background supporting contact center operations, including customer service, service delivery, or operational support environments.
• Familiarity working within government programs or government-contracted environments.
• Proficiency with ServiceNow, Jira, Tovuti LMS, or similar enterprise platforms.
• Demonstrated ability to deliver operational, process, and technical systems training.
• Knowledge of onboarding practices and employee development programs.
• Skilled in creating and updating training materials, job aids, quick reference guides, and other instructional documentation.
• Ability to collaborate with cross-functional teams to maintain accurate, current, and effective learning content.
  

Scope Infotech offers all employees the following benefits: 

• Health Insurance (medical, dental, vision)
• Retirement Savings Plans (401K)
• Paid Time Off (Vacation, Sick Leave, Holidays)
• Employee Assistance Programs (EAP)
• Insurance (Life, Short/Long Term Disability, AD&D)
• Employee Referral Bonus

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.