Training Specialist Sr.

The Fountain Group is a national staffing firm and are currently seeking a ­­­­­­­Senior Training Specialist for a prominent client of ours.  This position is in ­Alameda, CA. Details for the position are as follows:

Senior Training Specialist – Service Excellence

 Location: Alameda, CA (Hybrid)
 Pay Rate: $48 – $51/hour

Position Summary

The Senior Training Specialist – Service Excellence is responsible for designing, developing, and implementing global training programs that support Customer Experience teams and Business Process Outsourcing (BPO) partners. This role plays a key part in executing the organization’s learning strategy by ensuring employees and external partners have the skills required to support customer-facing products, technical troubleshooting, regulatory compliance, complaint handling, and high-quality customer service.

The Senior Training Specialist collaborates with cross-functional subject matter experts to translate complex technical and operational information into engaging trainingprograms. Training content will be delivered through a variety of formats including document-based materials, interactive eLearning modules, video and audio content, and instructor-led sessions.

This role also oversees learning management system (LMS) administration, training compliance tracking, and continuous improvement of training programs to ensure consistent global learning standards.

Key Responsibilities

Training Program Design & Development

• Design, develop, and deliver training programs that support global Customer Experience teams and BPO partners.
• Apply adult learning principles and instructional design methodologies to create effective learning solutions.
• Develop training content in multiple formats including eLearning modules, instructor-led training (ILT), virtual training sessions, workshops, and structured on-the-job training (OJT).
• Create multimedia learning assets including presentations, videos, audio materials, and interactive training modules.
• Integrate knowledge checks, assessments, and evaluation tools to measure comprehension and learning effectiveness.

Learning Management System (LMS) Administration

• Maintain and administer the global LMS environment, including course uploads, version control, and trainingdocumentation.
• Manage training compliance tracking and record keeping across internal Customer Service teams and external BPO partners.
• Ensure training materials adhere to organizational standards, compliance policies, and regulatory requirements.

Cross-Functional Collaboration

• Partner with subject matter experts across product, quality, regulatory, and customer support teams to develop accurate training content.
• Translate technical product knowledge and operational procedures into clear, engaging training materials.
• Facilitate training sessions, train-the-trainer programs (TTT), and knowledge transfer initiatives.

Program Evaluation & Continuous Improvement

• Monitor and evaluate training effectiveness through assessments, performance metrics, and feedback.
• Maintain program and individual training records to support compliance and reporting requirements.
• Identify opportunities to improve training programs, processes, and learning technologies.
• Stay current on emerging trends in instructional design, learning technologies, and adult education practices.

Vendor & Project Coordination

• Manage external vendors and partners supporting training content development.
• Ensure deliverables meet quality standards, timelines, and project objectives.
• Track project details and documentation to support scalable and repeatable training programs.

Qualifications

Required Qualifications

• Portfolio demonstrating instructional design expertise and application of adult learning principles (required for consideration).
• 5+ years of experience designing and developing learning content across multiple formats (documents, video/audio, and interactive learning).
• Bachelor’s degree in Instructional Design, Education, English, Graphic Design, or a related field, or equivalent professional experience.
• Experience administering and maintaining a Learning Management System (LMS).
• Advanced proficiency with learning development tools including:
  • Articulate 360 / Rise 360
  • PowerPoint
  • Adobe Creative Suite (InDesign, Photoshop)
• Strong written, verbal, presentation, and facilitation skills.
• Experience supporting training initiatives in customer service, technical support, or call center environments.
• Advanced proficiency with Microsoft Office tools.

Preferred Qualifications

• Experience with Allego LMS.
• Strong facilitation skills for training sessions, workshops, and cross-functional meetings.
• Experience within healthcare, medical device, or regulated industries.
• Master’s degree in Instructional Design, Educational Technology, or a related field.
• Project management certification (PMI) or demonstrated experience managing complex traininginitiatives.

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