Training & Quality Assurance Associate

aep; Tulsa (OK); On-site; USD 63,000 - 79,000; Full time

Job summary

AEP's Tulsa General Office seeks a Quality & Training Specialist Associate to plan, deliver, and evaluate training for Customer Solutions Centers. You will apply learning principles and basic instructional design to improve service quality and learner outcomes.

Responsibilities include coordinating sessions, scoring calls, maintaining LMS records, and partnering with CSC leadership. Requires 2+ years in customer operations and a relevant degree; salary range is $63,496–$79,369.

Qualifications

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

• 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, and participate in calibration sessions with CSC Managers.
• Collect feedback, attendance, and basic outcome data to support continuous improvement.
• Publish sessions in the LMS, enroll learners, record completions, and maintain content/versioning.

Skills

Training coordination

Instructional design

LMS management

Customer service

Education

Bachelor's degree in arts or science

Associate degree + 2 years of customer service

High school diploma + 4 years of customer service

Tools

LMS

Virtual classroom tools

Forms

Job description

AEP's Tulsa General Office seeks a Quality & Training Specialist Associate to plan, deliver, and evaluate training for Customer Solutions Centers. You will apply learning principles and basic instructional design to improve service quality and learner outcomes.

Responsibilities include coordinating sessions, scoring calls, maintaining LMS records, and partnering with CSC leadership. Requires 2+ years in customer operations and a relevant degree; salary range is $63,496–$79,369.