Quality & Training Specialist Associate

AEP Service Corporation; United States; On-site; USD 63,000 - 79,000; Full time

Job summary

American Electric Power seeks a Quality & Training Specialist Associate to coordinate and deliver instructor-led and virtual training for the Customer Solutions Centers. You will apply foundational learning concepts to plan, facilitate, and evaluate training, partnering with CSC leaders to align learning with operations and service quality.

The role covers monitoring calls for quality, collecting feedback, publishing LMS sessions, and supporting change management and small training projects.

Qualifications

• Bachelor's degree in arts or science required OR associate degree with 2+ years of customer service experience OR 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

• Plan, deliver, and evaluate instructor-led and virtual training using basic adult learning principles.
• Monitor and score customer interactions using standard rubrics and participate in calibration sessions.
• Collect learner feedback and basic outcome data; propose updates to materials, exercises, and delivery methods.
• Build relationships with CSC Leadership and surface emerging training needs.

Skills

Customer service experience

Quality training awareness

LMS usage

Education

Bachelor's degree in arts or science

Associate degree + 2 years customer service experience

HS diploma/GED + 4 years customer service experience

Tools

LMS

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 elevate 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

• Bachelor's degree in arts or science required OR associate degree and 2 additional years of customer service experience OR high school diploma or GED and 4 additional 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.

Work Location

• Hurricane office: One Aep Way, Hurricane, WV 25526.
• Gahanna building: 700 Morrison Road, Gahanna, Ohio 43230.
• Tulsa General Office: 212 East 6th St., Tulsa, OK 74119.
• Shreveport office: 6130 Union Street, Shreveport, LA 71108.

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.

Equal Employment Opportunity

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.

Company Culture

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.