Remote Customer Service Trainer & Quality Coach

Collegis Education; Oak Brook (IL); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote or hybrid work options

Training & development opportunities

Job summary

Collegis Education is seeking a Customer Service Trainer & Quality Coach to lead onboarding, readiness, and ongoing coaching for our Personal Support Center agents. You will design multi-format training, validate proficiency, and drive continuous improvement across a 24/7 omnichannel support environment.

You will partner with SMEs, manage schedules, and measure ROI while utilizing AI-assisted tools to enhance coaching quality and knowledge transfer, in a flexible remote/hybrid setting.

Qualifications

• 3+ years in a contact center, IT service desk, or similar environment.
• Experience facilitating onboarding, training, and group coaching.
• Knowledge of ticketing, escalation, and quality monitoring practices.
• Ability to design practical learning using adult-learning principles.
• Strong facilitation, communication, and project-management skills.
• Comfort working in a primarily virtual environment with flexible hours.

Responsibilities

• Own onboarding and readiness programs for new PSC agents across modalities.
• Design, deliver, and improve training across classroom, virtual, eLearning, and microlearning.
• Create role-based learning paths covering technologies, procedures, and workflows.
• Coordinate with partners and SMEs to validate content and implement updates.
• Maintain training schedules, attendance, and assessment results.
• Provide coaching during early production and after remediation.
• Lead quality reviews, calibration activities, and feedback loops.
• Leverage AI tools to support training while ensuring human oversight.
• Develop training calendars, reports, and ROI analyses for leadership.
• Support partner launches with aligned training resources.

Skills

Coaching

Facilitation

Communication

Virtual learning

Project management

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

AI-assisted tools

Job description

Collegis Education is seeking a Customer Service Trainer & Quality Coach to lead onboarding, readiness, and ongoing coaching for our Personal Support Center agents. You will design multi-format training, validate proficiency, and drive continuous improvement across a 24/7 omnichannel support environment.

You will partner with SMEs, manage schedules, and measure ROI while utilizing AI-assisted tools to enhance coaching quality and knowledge transfer, in a flexible remote/hybrid setting.