Quality & Training Specialist Associate

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

Job summary

AEP Service Corporation is seeking a Quality & Training Specialist Associate to coordinate and deliver training for the Customer Solutions Centers in Tulsa. You will apply foundational learning-science concepts and work with CSC leadership to align training with operations.

The role emphasizes instructional design basics, calibration of rater scoring, and continuous improvement through learner feedback. Expect regular LMS administration and collaboration with supervisors.

Qualifications

• Education options listed: degree requirement or equivalent experience.
• Customer service experience required or plus training-certifications.
• Familiarity with LMS and instructional delivery processes.

Responsibilities

• Plan, deliver, and evaluate instructor-led and virtual training.
• Monitor and score customer interactions using standard rubrics.
• Gather learner feedback and suggest material updates.
• Publish sessions, enroll learners, and track completions in LMS.
• Coordinate invites, rosters, and training logistics.
• Support supervisors with huddles and reminders.
• Track tasks and communicate progress to stakeholders.
• Be aware of AI-enabled features and data-handling practices.

Skills

Customer service

Training delivery

LMS navigation

Instructional design

Stakeholder collaboration

Education

Bachelor's degree in arts or science

Associate degree + 2 years customer service experience

High school diploma or GED + 4 years customer service experience

Tools

LMS (Learning Management System)

Virtual classroom

Job description

Job Posting End Date09-20-2026Please note the job posting will close on the day before the posting end date.Job SummarySupports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning‑science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.Job DescriptionQuality & Training Specialist Associate:What You'll Do:Plan & Deliver Training:Coordinate, facilitate, and evaluate instructor‑led and virtual learning using basic adult learning principles and entry‑level instructional design techniquesIncorporate interactive activities and job aids.Quality Monitoring:Listen to live and recorded customer interactionsScore calls using standard rubricsParticipate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency.Continuous Improvement (Entry):Collect learner feedback, training attendance, and basic outcome dataRecommend incremental updates to materials, exercises, and delivery methods.Stakeholder Partnership:Build working relationships with CSC LeadershipSurface emerging training needs and share simple trend summaries.LMS & Content Hygiene:Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS.Technology & AI Awareness: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.Readiness & Logistics:Coordinate invites, rosters, rooms/links, and materialsEnsure training spaces and technology are ready.Change Management:Execute change‑ready training tasks (update job aids, schedule sessions, reinforce key messages)Support supervisors with huddles and remindersLog adoption questions and escalate risks.Project Management:Track tasks and dates for small training projectsMaintain checklists, rosters, and status notesCommunicate progress to stakeholdersEscalate issues on scope/timeline/risks.What We're Looking For:Education requirements are listed below: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 listed below:2 years' Customer Operations Associate or direct Customer Service experience required.Work Location:Primary work location will be out of the Tulsa General Office located at 212 East 6th St. Tulsa, OK 74119What You'll Get:Quality and Training Specialist Associate: $63,496-$79,369In addition to a competitive compensation, 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 DataCompensation Grade:SP20-005Compensation Range:$63,496.00 - $79,369.00The 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. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.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.