Training & Quality Assurance Associate

aep; Shreveport (LA); On-site; USD 63,000 - 79,000; Full time

Job summary

American Electric Power (AEP) is seeking a Quality & Training Specialist Associate to plan, coordinate, and evaluate training for Customer Solutions Centers, applying adult learning principles and basic instructional design.

You will partner with CSC leadership, monitor and score customer interactions, publish sessions in the LMS, and manage logistics for instructor-led and virtual training, with entry-level expectations and a comprehensive benefits package.

Qualifications

• Education requirements are listed: Bachelor's degree in arts or science; associate degree with 2 years of CS experience; high school diploma with 4 years of CS experience.
• Quality and Training Certification will be considered a plus

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 using standard rubrics
• Participate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency
• Collect learner feedback, training attendance, and basic outcome data
• Recommend incremental updates to materials, exercises, and delivery methods
• Build working relationships with CSC Leadership
• Surface emerging training needs and share simple trend summaries
• Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS
• Use standard training tools (virtual classroom, polling, forms)
• Demonstrate basic awareness of AI‑enabled features under guidance, with appropriate data handling practices
• Coordinate invites, rosters, rooms/links, and materials
• Ensure training spaces and technology are ready
• Execute change‑ready training tasks, schedule sessions, reinforce key messages
• Support supervisors with huddles and reminders
• Log adoption questions and elevate risks
• Track tasks and dates for small training projects
• Maintain checklists, rosters, and status notes
• Communicate progress to stakeholders
• Escalate issues on scope/timeline/risks

Skills

Adult learning principles

Instructional design

Training facilitation

LMS knowledge

Stakeholder partnership

Project management

Change management

AI awareness

Education

Bachelor's degree in arts or science

Associate degree + 2 years customer service

HS diploma or GED + 4 years customer service

Tools

LMS

Virtual classroom

Forms

Job description

American Electric Power (AEP) is seeking a Quality & Training Specialist Associate to plan, coordinate, and evaluate training for Customer Solutions Centers, applying adult learning principles and basic instructional design.

You will partner with CSC leadership, monitor and score customer interactions, publish sessions in the LMS, and manage logistics for instructor-led and virtual training, with entry-level expectations and a comprehensive benefits package.