Datavant Training Specialist responsible for designing and delivering training programs for customer service associates and leaders. Measures training impact on readiness, quality, productivity, and customer experience.
Responsibilities
Training Needs Analysis and Program Planning
Analyze quality results, customer feedback, performance data, process changes, and leader input to identify skill and knowledge gaps across customer service teams.
Decide which training solutions are needed to close identified gaps, such as new courses, refreshers, job aids, or targeted coaching, and recommend priorities to Customer Service leadership.
Advise leaders and cross-functional partners on training strategy and timing for product releases, system changes, and process updates.
Set learning objectives and success measures for each training program.
Curriculum Design and Development
Design new hire and ongoing training programs, including deciding on content, sequence, delivery method (classroom, virtual, or blended), practice activities, and assessment approach.
Turn operating procedures, system changes, and business requirements into clear learning objectives and practical, hands-on training activities.
Create and maintain facilitator guides, learner materials, job aids, practice exercises, and assessments that meet company standards.
Partner with subject matter experts and process owners to confirm content accuracy before release and decide when materials should be revised or retired.
Facilitation and Coaching
Lead instructor-led and virtual new hire training for customer service associates on products, systems, policies, and customer workflows.
Qualification
4+ years of training experienceStrong facilitationExperience supporting product
Required
The Training Specialist owns the training that prepares our customer service associates and leaders to succeed. In this role, you will identify where teams need to build skills, decide what training will close those gaps, design and deliver that training, and determine when associates are ready to support customers on their own.
4+ years of training experience.
Experience designing and delivering instructor-led and virtual training.
Strong facilitation, coaching, and communication skills.
Experience developing training materials, job aids, and assessments.
Ability to analyze performance gaps and evaluate learner readiness.
Strong organizational and cross-functional collaboration skills.
Preferred
Customer service or contact-center training experience.
Healthcare or other regulated-industry experience.
Experience with LMS and virtual learning platforms.
Experience supporting product, system, or process changes.
Experience facilitating and managing training programs for geographically distributed or remote teams.
L&D instructional design or related experience.
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
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