Training Specialist

About Colibri Group

Colibri Group is built around a culture of Love, Joy, Boldness, Teamwork, and Curiosity. These values shape how the company works with employees, customers, and the wider community. Colibri has been a leader in online professional education since launching some of the earliest web-based professional learning courses in 2001. Today, its portfolio of brands serves more than 1 million customers each year and includes over 1,500 professionals. The company is based in the United States.

Role Overview

The Training Specialist will focus on customer service enablement by creating and delivering learning programs that help Customer Service Representatives succeed across voice, chat, and email support channels. The position centers on onboarding, ongoing learning, performance support, and change adoption so training stays aligned with business growth, new technology, and evolving customer expectations.

Key Duties

This role is responsible for building and delivering scalable training experiences for a fast-moving contact center environment. The specialist will design onboarding and continuing education programs, facilitate live virtual sessions, and create asynchronous learning materials. Training content must stay updated as tools, workflows, and service models change.

The position also involves working closely with customer service leaders, Quality Assurance teams, and other partners to identify skill gaps, understand training needs, and connect learning efforts with operational and customer experience goals. The specialist will support new hire onboarding, cross-training, and professional development using strong adult-learning practices to improve engagement and retention.

In addition, the role includes training operations and performance enablement. The specialist will evaluate training success using KPIs, learner input, QA trends, and post-training performance. Responsibilities include analyzing QA data for improvement opportunities, coordinating training schedules and communications, preparing sessions, documenting attendance and completion, tracking CSR readiness, and managing course content in the LMS so materials remain accurate and accessible.

The role also contributes to continuous improvement by staying current with contact center, learning and development, and customer experience practices. The specialist will help roll out new tools, frameworks, and processes through structured learning and support the ongoing refinement of training standards, learning paths, and enablement strategies.

Requirements

The role requires a bachelor’s degree in Education, Business, Organizational Development, or a related field, or equivalent practical experience. Candidates should have at least 3 years of experience in training, learning and development, customer service, or contact center operations. Experience in a growing or fast-paced environment is preferred.

Successful candidates should be confident facilitators with strong presentation and communication skills, comfortable delivering both soft-skill and technical training in virtual settings, and capable of developing instructional content. Familiarity with LMS platforms, virtual training tools, and Microsoft Office is needed, along with the ability to create scalable learning solutions, adapt quickly to change, stay organized, and manage multiple deadlines and priorities.

Eligibility

Applicants from a wide range of backgrounds and experiences are encouraged to apply. Colibri Group explicitly welcomes candidates who may not meet every listed qualification and values diverse perspectives and inclusive hiring. People who are excited about the role and believe they can contribute are encouraged to apply even if their background does not match every requirement exactly.

Additional Information

The company notes that AI tools may be used to support parts of the hiring process, such as application review, resume analysis, or response evaluation. These tools assist the recruiting team but do not replace human judgment, and final hiring decisions are made by people. If more information is needed about how applicant data is processed, candidates may contact the company directly.