Quality & Training Specialist Associate

aep; Tulsa (OK); On-site; USD 63,000 - 79,000; Full time

Job summary

AEP's Tulsa General Office seeks a Quality & Training Specialist Associate to plan, deliver, and evaluate training for Customer Solutions Centers. You will apply learning principles and basic instructional design to improve service quality and learner outcomes.

Responsibilities include coordinating sessions, scoring calls, maintaining LMS records, and partnering with CSC leadership. Requires 2+ years in customer operations and a relevant degree; salary range is $63,496–$79,369.

Qualifications

• Bachelor's degree in arts or science required or an associate degree with 2 years of customer service experience or a high school diploma with 4 years of customer service experience.
• Quality and Training Certification will be considered a plus.
• 2 years' Customer Operations Associate or direct Customer Service experience required.

Responsibilities

• 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, and participate in calibration sessions with CSC Managers.
• Collect feedback, attendance, and basic outcome data to support continuous improvement.
• Publish sessions in the LMS, enroll learners, record completions, and maintain content/versioning.

Skills

Training coordination

Instructional design

LMS management

Customer service

Education

Bachelor's degree in arts or science

Associate degree + 2 years of customer service

High school diploma + 4 years of customer service

Tools

LMS

Virtual classroom tools

Forms

Job description

Job Summary

Supports 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 Description

Quality & 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 techniques
• Incorporate interactive activities and job aids.

Quality Monitoring:

• 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.

Continuous Improvement (Entry):

• Collect learner feedback, training attendance, and basic outcome data
• Recommend incremental updates to materials, exercises, and delivery methods.

Stakeholder Partnership:

• Build working relationships with CSC Leadership
• Surface 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 materials
• Ensure 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 reminders
• Log adoption questions and escalated risks.

Project Management:

• 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 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 74119

What You'll Get:

• Quality and Training Specialist Associate: $ 63,496-$79,369

In 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 Data

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

The 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.

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 r