Sr. Training Specialist, Service Excellence

Spectraforce Technologies; Alameda (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Spectrumforce Technologies in Alameda, CA seeks a Sr. Training Specialist to design and deliver global Customer Experience training programs.

You'll lead the end-to-end development of learning interventions for ADC products, compliance, and quality assurance, leveraging diverse media formats. The role requires 5+ years creating learning content, strong video/audio editing and graphic design skills, and expert-level MS Office and Adobe Creative Suite proficiency.

Qualifications

• Portfolio showing design aptitude and application of adult learning principles
• 5+ years of experience creating learning content in multiple formats
• Excellent video/audio editing and graphic design skills
• Expert-level proficiency in learning creation software: PowerPoint, Articulate Rise 360, and Adobe Creative Suite
• LMS administration experience
• Bachelor's degree in English, Education, Graphic Design, Instructional Design, Film, or related field
• Excellent written and verbal communication, presentation, and facilitation skills
• Experience with call center technologies, CRM or service ticket systems in a quality-focused environment
• Advanced proficiency with Microsoft Office tools

Responsibilities

• Apply advanced knowledge to design, develop, and deliver training programs
• Create learning solutions including eLearning, ILT, virtual sessions, workshops, and OJT
• Maintain global LMS structure and compliance tracking
• Develop knowledge checks and evaluations for understanding
• Coordinate training compliance and record-keeping across teams
• Collaborate with SMEs to ensure content accuracy and regulatory alignment
• Manage vendor resources for content development
• Monitor and report training program effectiveness
• Apply continuous improvement to materials, processes, and systems
• Stay current with innovations in learning technologies

Skills

Portfolio

5+ years learning content creation

Video editing

Graphic design

PowerPoint

Articulate Rise 360

Adobe After Effects

Premiere

Photoshop

Illustrator

LMS administration

Advanced MS Office

Excellent communication

Call center tech experience

Education

Bachelor's degree in English/Education/Graphic Design/Instructional Design/Film

Master's degree in educational technology or related field

Tools

Allego LMS

Project management tools

Job description

Job Title : Sr. Training Specialist, Service Excellence

Location: Alameda, CA

Duration: 12 Months

SUMMARY

This role designs the training interventions required to execute the organization’s learning strategy, ensuring employees and BPO partners have the skills needed to support ADC products, technical troubleshooting, compliance/complaint handling, customer service, and quality assurance behaviors. The role partners with subject matter experts across ADC to design, implement, evaluate, and administer global Customer Experience training programs delivered through a mix of document?based, video/audio, and interactive media formats.

MAIN RESPONSIBILITIES

• Apply advanced knowledge and skills in the design, development, and delivery of training programs, informed by training needs analyses and stakeholder input.
• Design, resource, and deliver learning solutions-including eLearning, ILT, virtual sessions, workshops, TTT, and structured OJT-that align with organizational goals.
• Establish and maintain global LMS structure, version control, compliance tracking, and adherence to LMS policies across regions.
• Develop and integrate knowledge checks and evaluations to ensure comprehension and continuous learning.
• Coordinate training compliance and record?keeping across all Customer Service teams, including regional and BPO teams.
• Collaborate with SMEs to ensure content accuracy, completeness, and alignment with quality/regulatory requirements in a highly regulated environment.
• Manage vendor resources supporting content development, ensuring adherence to standards, timelines, and quality expectations.
• Monitor, evaluate, and report on training program effectiveness; maintain program and individual training records.
• Apply continuous improvement practices to global training materials, processes, and systems.
• Stay current with innovations in learning, education, instructional design, and learning technologies.

CHARACTERISTICS

• Ability to work independently with regular check?ins and feedback.
• Ability to produce creative work within an established branded framework.
• Ability to capture, apply, and monitor key project details in an organized, repeatable manner.
• Ability to pause and resume large projects without loss of documentation or momentum.

ACCOUNTABILITY, SCOPE AND IMPACT

• Reports to Manager, Global Customer Service Learning
• Owns global curricula from needs assessment through recommendation, design, build, delivery, and evaluation.

QUALIFICATIONS

Must-Haves

• Portfolio showing design aptitude, application of adult learning principles, and iterative, holistic instructional design (Will NOT be considered without portfolio).
• 5+ years' experience creating learning content in document, video/audio, and interactive formats.
• Excellent video/audio editing and graphic design skills.
• Expert-level proficiency in learning creation software, including these specifics:
  • PowerPoint (required)
  • Articulate / Rise 360 (required)
  • Adobe After Effects/Premiere/Photoshop /Illustrator (required)
• LMS administration experience.
• Bachelor's degree in English, Education, Graphic Design, Instructional Design, Film, or a closely related field (or equivalent demonstrated expertise/experience).
• Excellent written and verbal communication, presentation, and facilitation skills.
• Experience with call center technologies, CRM or service ticket systems in a quality-focused environment.
• Advanced proficiency with Microsoft Office tools.

Nice-to-Haves

• Experience with Allego LMS.
• Strong facilitation skills for TTT, project status meetings, and cross-functional communication.
• Healthcare or medical device industry experience.
• Master's degree in educational technology, instructional design, or related field (or equivalent demonstrated expertise).
• Project Management certification (PMI) or significant project management experience.

SIGNIFICANT WORK ACTIVITIES

• Continuous sitting for prolonged periods
• Keyboard use 50% of the workday