Omnichannel Training & Quality Coach

Collegis Education

United States

Hybrid

USD 70,000 - 100,000

Full time

25 hours ago

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Job summary

Collegis Education seeks a Training and Readiness Lead to build agent readiness, service quality, and continuous improvement across the Personal Support Center. You’ll own onboarding, proficiency validation, quality coaching, and training program improvements in a 24/7 omnichannel environment.

You’ll design and deliver instructor-led, virtual, and self-paced learning, coordinate with partners and SMEs, track completion and readiness, and translate findings into actionable coaching and workflow

Qualifications

Bachelor’s degree or equivalent in a related field with experience in learning and development.
3+ years in contact center, IT service desk, or similar learning roles.
Experience with onboarding, coaching, and performance support in 24/7 environments.

Responsibilities

Own onboarding and readiness programs for new PSC agents across multiple modalities.
Design and improve training content including microlearning, simulations, and job aids.
Coordinate with partners and SMEs to validate content and update processes.
Establish readiness criteria, track completion, and remediate gaps through coaching.
Provide ongoing coaching to supervisors and agents to sustain performance.