Quality & Training Specialist Associate

AEP Service Corporation; Shreveport (LA); On-site; USD 63,000 - 79,000; Full time

Job summary

AEP Service Corporation is seeking a Training Coordinator to support instructor‑led and virtual learning initiatives at the Shreveport location. You will coordinate sessions, manage LMS content, and score calls using standard rubrics, contributing to continuous improvement of training materials.

The role emphasizes collaboration with CSC leadership, delivery of engaging training, and tracking attendance and outcomes to ensure effective learning programs.

Qualifications

• Bachelor's degree in arts or science is required.
• An associate degree plus 2 years of customer service experience.
• High school diploma or GED with 4 years of customer service experience.

Responsibilities

• Coordinate, facilitate, and evaluate instructor-led and virtual learning using basic adult learning principles.
• Incorporate interactive activities and job aids.
• Listen to live and recorded customer interactions.
• Score calls using standard rubrics.
• Publish sessions, enroll learners, record completions, and manage content in LMS.
• Coordinate invites, rosters, rooms/links, and materials.

Skills

Customer Service

Education

Bachelor's degree

Associate degree

High school diploma or GED

Tools

LMS

Virtual classroom

Polling

Forms

Job description

Job Posting End Date 09-21-2026 Please note the job posting will close on the day before the posting end date.

What You’ll Do:

• Coordinate, facilitate, and evaluate instructor‑led and virtual learning using basic adult learning principles and entry‑level instructional design techniques
• Incorporate interactive activities and job aids.
• Listen to live and recorded customer interactions
• Score calls using standard rubrics
• Participate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency.
• Collect learner feedback, training attendance, and basic outcome data
• Recommend incremental updates to materials, exercises, and delivery methods.
• Build working relationships with CSC Leadership
• Surface emerging training needs and share simple trend summaries.
• Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS.
• Use standard training tools (virtual classroom, polling, forms).
• Demonstrate basic awareness of AI‑enabled features (e.g., generating quiz items, drafting scenarios) under guidance, with appropriate data‑handling practices.
• Coordinate invites, rosters, rooms/links, and materials
• Ensure training spaces and technology are ready.
• Execute change‑ready training tasks (update job aids, schedule sessions, reinforce key messages)
• Support supervisors with huddles and reminders
• Log adoption questions and elevate risks.
• Track tasks and dates for small training projects
• Maintain checklists, rosters, and status notes
• Communicate progress to stakeholders
• Escalate issues on scope/timeline/risks.

What We’re Looking For:

• Education requirements: Bachelor's degree in arts or science required OR; An associate degree and 2 additional years of customer service experience OR; A high school diploma or GED and 4 additional years of customer service experience.
• Quality and Training Certification will be considered a plus
• Work Experience requirement: 2 years' Customer Operations Associate or direct Customer Service experience required.

Work Location: Primary work location can be out of Shreveport, LA at 6300 Line Ave, Shreveport, La 71103

What You’ll Get:

• $63,496-$79,369
• AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well‑being of our employees.
• At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions.
• Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities.
• If you're passionate about making a meaningful impact and being part of a forward‑thinking organization, this is the company for you!

Compensation Data

• Compensation Grade: SP20-005
• Compensation Range: $63,496.00 - $79,369.00

Physical Demand Level for this job is: S – Sedentary

Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body.

Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law.

When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.

At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities.

We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce.

All while delivering the reliable service our customers expect.

It’s an exciting time in the energy industry.

Are you ready to be part of it? We’re looking for team members to help create the grid of the future.

Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.