Customer Service Trainer & Quality Coach

In this role, you’ll help prepare, coach, and support Personal Support Center agents so they can deliver accurate, confident, and consistent service across calls, chats, emails, tickets, and related support workflows.

This role exists to build agent readiness, service quality, and continuous improvement across Collegis Education’s Personal Support Center by leading onboarding, training, proficiency validation, quality coaching, performance support, and training program improvement in a 24/7 omnichannel support environment.

What You’ll Do:

Training and Onboarding

• Own the end-to-end onboarding and readiness program for new PSC agents, combining instructor-led learning, virtual learning, self-paced modules, demonstrations, scenario practice, monitored interactions, and documented proficiency requirements before independent production work.
• Design, develop, facilitate, and continuously improve training across classroom, virtual, eLearning, microlearning, simulations, job aids, recorded demonstrations, knowledge checks, facilitator guides, and performance-support resources.
• Create and maintain role-based and partner-specific learning paths covering supported technologies, common requests, procedures, service expectations, communication standards, documentation requirements, security and privacy practices, escalation procedures, and voice, chat, email, and ticket workflows.
• Coordinate with partner leaders, Knowledge Management, and subject matter experts to validate content and incorporate changes to systems, processes, applications, and support expectations promptly.
• Maintain training schedules, attendance, completion records, assessment results, remediation plans, and other required training documentation.
• Facilitate train-the-trainer and leader enablement so supervisors and subject matter experts reinforce standards consistently.

Readiness and Proficiency Validation

• Establish readiness and certification criteria and assess agent proficiency through knowledge assessments, simulations, documentation exercises, and observed customer interactions.
• Document strengths, knowledge gaps, and remediation needs, partnering with supervisors to confirm readiness for independent production.
• Provide coaching and observation during early production and following remediation to validate sustained proficiency and performance.

Quality Coaching and Continuous Improvement

• Conduct recurring quality reviews and calibration activities using established standards, customer interactions, scorecards, feedback, and performance data.
• Translate quality findings into actionable feedback, coaching, refresher training, knowledge updates, and workflow improvements.
• Provide individual and group coaching focused on service quality, communication, troubleshooting, documentation, and escalation, with follow-up to ensure sustained improvement.
• Identify performance trends and root causes, distinguishing skill and knowledge gaps from process, system, staffing, or documentation issues while reinforcing accountability and continuous learning.

AI-Enabled Quality, Coaching, and Training

• Partner with technology resources to implement and improve approved AI-assisted quality and coaching tools, maintaining evaluation criteria and validating AI-generated results against human reviews for accuracy, consistency, and bias.
• Use approved AI tools to support training development, coaching, trend analysis, and identifying process automation while ensuring human oversight, data protection, and compliance with AI governance.
• Educate agents and leaders on appropriate AI use and escalation.

Program Management, Reporting, and ROI

• Develop and manage the training and quality calendar, aligning initiatives with hiring, partner onboarding, system changes, launches, and operational priorities
• Establish reporting to track training completion, readiness, proficiency, quality, retention, customer experience, and coaching outcomes.
• Evaluate training effectiveness and ROI, providing leadership with regular insights on trends, outcomes, and risks; use performance data and employee feedback to prioritize investments and recommend improvements to onboarding, knowledge management, workflows, quality practices, and service standards.

Partner and Launch Enablement

• Support new partners and application launches through discovery, knowledge transfer, training, and readiness validation.
• Maintain accurate, accessible training resources while fostering accountability, continuous improvement, and partner readiness.

What You'll Bring: Experience & Skills:

Required Qualifications

• 3+ years of experience in a contact center, IT service desk, customer/technical support, managed services, learning and development, quality assurance, or similar environment; high-volume or 24/7 experience preferred.
• Experience facilitating new-hire onboarding, technical/process training, and individual or group coaching, with the ability to translate technical information for varying levels of proficiency.
• Working knowledge of service-desk/contact-center practices, including ticketing, incident/request handling, escalation, quality monitoring, calibration, coaching, customer-experience metrics, and production-readiness assessment.
• Ability to design and deliver practical learning solutions using adult-learning principles, scenario-based practice, knowledge checks, simulations, microlearning, and blended learning.
• Strong facilitation, communication, coaching, analytical, organizational, project-management, and interpersonal skills, including the ability to objectively evaluate performance and use metrics and trends to drive improvement.
• Ability to manage multiple priorities, cohorts, partner requirements, and deadlines while working independently and cross-functionally with leaders, SMEs, technical teams, and partner-facing employees.
• Demonstrated commitment to customer service, data security, privacy, documentation quality, and consistent standards.
• Ability to work effectively in a primarily virtual environment and facilitate remote learning.
• Flexibility to occasionally support training or coaching outside normal business hours and across PSC shifts for a 24/7 operation.

Preferred Qualifications

• Familiarity with learning, contact-center, IT service-management, and collaboration technologies, including Microsoft 365 and AI-assisted tools.
• Knowledge of adult learning, instructional design, ITIL, or quality-assurance practices; relevant professional certifications are a plus.

Education & Certifications:

• Bachelor’s degree in a related field or equivalent relevant experience; experience in higher education or managed services preferred.

Work Environment & Schedule:

Collegis employs team members in a variety of locations across the country, supporting a flexible and distributed workforce. Depending on candidate location, this position may be structured as either remote or hybrid. Candidates located within 60 miles of our Oak Brook, IL office or a partner school will be expected to follow a hybrid schedule, working onsite 2–3 days per week to support collaboration and team engagement, while those outside this radius may work fully remotely. Specific expectations based on location will be discussed during the interview process.This role supports a 24/7 Personal Support Center environment and may require occasional flexibility to support training, coaching, or operational needs outside normal business hours and across PSC shifts.

Who We Are:

Collegis Education partners with higher education institutions to deliver technology, marketing, and enrollment solutions that support the full student lifecycle. Our teams work across institutions to improve operations, enhance the student experience, and drive meaningful outcomes for both students and our partners. For more information about Collegis Education, please visit www.collegiseducation.com.

Beware of Scams: Please note that all inquiries regarding Collegis Education job postings will come from an email domain of @mail.paylocity.com or @collegiseducation.com.

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.