Trainer

HGS; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

HGS in the United States is seeking a dynamic Trainer to design and deliver impactful training programs that equip employees with knowledge, skills, and confidence to provide exceptional customer experiences. You will collaborate with Operations and Quality to align initiatives with business goals and drive performance.

The role requires creating curricula, delivering sessions in classroom, virtual, or blended formats, evaluating training effectiveness, coaching Customer Service Representatives,

Qualifications

• Bachelor's degree in Education, Business, Communications, or a related field preferred.
• 1-3 years of experience in Training, Learning & Development, or a related leadership role.
• Experience developing and implementing training curricula and learning programs.
• Strong presentation, facilitation, coaching, and communication skills.
• Knowledge of instructional design principles and adult learning methodologies.
• Proficiency in Microsoft Office applications; experience with multimedia learning tools is a plus.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to thrive in a fast-paced, collaborative environment and motivate individuals toward success.

Responsibilities

• Design, develop, and facilitate training programs, lesson plans, assessments, and learning materials.
• Deliver new hire, refresher, and ongoing training sessions in a classroom, virtual, or blended learning environment.
• Monitor training effectiveness through evaluations, observations, and performance data analysis.
• Partner with Quality Assurance and Operations teams to identify performance gaps and implement targeted learning solutions.
• Conduct coaching sessions and provide ongoing support to Customer Service Representatives to improve performance and engagement.
• Participate in call calibrations, quality reviews, and individual observations to ensure training content remains relevant and effective.
• Support the implementation of learning and development initiatives aligned with business and client objectives.
• Foster a customer-centric culture by promoting best-in-class customer service and employee development practices.

Skills

Presentation skills

Facilitation

Coaching

Communication

Instructional design

MS Office

Analytical thinking

Problem-solving

Education

Bachelor's degree in Education, Business, Communications, or a related field

Tools

Multimedia learning tools

MS Office

Job description

We are looking for a dynamic and engaging Trainer to join our team. In this role, you will be responsible for designing and delivering impactful training programs that equip employees with the knowledge, skills, and confidence to provide exceptional customer experiences. You will partner closely with Operations and Quality teams to drive performance, support employee development, and ensure training initiatives align with business goals.

Key Responsibilities

• Design, develop, and facilitate training programs, lesson plans, assessments, and learning materials.
• Deliver new hire, refresher, and ongoing training sessions in a classroom, virtual, or blended learning environment.
• Monitor training effectiveness through evaluations, observations, and performance data analysis.
• Partner with Quality Assurance and Operations teams to identify performance gaps and implement targeted learning solutions.
• Conduct coaching sessions and provide ongoing support to Customer Service Representatives to improve performance and engagement.
• Participate in call calibrations, quality reviews, and individual observations to ensure training content remains relevant and effective.
• Support the implementation of learning and development initiatives aligned with business and client objectives.
• Foster a customer-centric culture by promoting best-in-class customer service and employee development practices.

Qualifications

• Bachelor's degree in Education, Business, Communications, or a related field preferred.
• 1-3 years of experience in Training, Learning & Development, or a related leadership role.
• Experience developing and implementing training curricula and learning programs.
• Strong presentation, facilitation, coaching, and communication skills.
• Knowledge of instructional design principles and adult learning methodologies.
• Proficiency in Microsoft Office applications; experience with multimedia learning tools is a plus.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to thrive in a fast-paced, collaborative environment and motivate individuals toward success.
• Call center or customer service industry experience preferred.

What We're Looking For

• Passion for developing people and helping others succeed.
• Strong coaching and mentoring abilities.
• Exceptional communication and interpersonal skills.
• Ability to influence, engage, and motivate learners at all levels.
• Commitment to delivering outstanding customer and employee experiences.