This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The trainer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques. - Creates lesson plans for training delivery - Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client) - Prepares materials and resources for training delivery - Reserves training room and equipment; Checks equipment and networks for functionality and access; Reviews and masters all content and activities for instruction - Provides clear instruction using a variety of techniques and activities - Enforces adherence and attendance of participants - Maintains a positive learning environment - Evaluates learning and mastery of content, skills and procedures - Provides feedback and guidance to learners - Enforces company rules and policies during training hours - Completes daily, weekly, and end of training reports and submit to all pertinent parties - Signs off trainees with individual reports to the operations supervisor - Records and explains training attrition - Recommends changes to curriculum, methods or activities based on observations during training delivery - Partners with QA to determine areas of opportunity in CSR performance - Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs - Recommends training initiatives to support operations in surpassing KPIs and metrics - Develops action plans to remedy deficiencies - Takes calls meeting the account weekly quota - Performs quality audits to meet the account weekly quota - Attends calibration sessions - Reads all new processes and procedures provided by the client and/or operations - Receives refresher training as necessary - Remains informed and current in instruction practices, teaching methodologies and training best practices - Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff - Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client) - Develops training materials to ensure documentation is current and relevant given market changes and evolution - May contribute to the design of training events and learning solutions - Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder - Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition Qualifications - At least 1+ years of experience in BPO or call center training or learning & development - Outstanding verbal and written communication in business terms - Capability to maintain the highest confidentiality around company proprietary information - Ability to multitask and prioritize - Solid problem-solving skills - Strong organizational skills - Quick thinkers & able to adapt - High school diploma or equivalent - Availability to travel 80% of the time

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for an entry-level Learning Architect to join our Curriculum team. In this role, you will focus on the development and delivery phase of the design process, transforming high-level outlines and subject matter expertise into polished learning materials. This position is ideal for a detail-oriented creator who thrives on execution. You will build the foundation for life-changing conversations. Your designs will ensure that when a facilitator walks into a virtual room, they are confident, supported, and ready to make a real connection with clients. We’re a team of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today. Responsibilities - Curriculum & Content Development - Content Transformation: Translate design blueprints and raw source material into cohesive learning modules, slide decks, and training packages - Visual Design: Create professional, visually appealing content that present complex information in a digestible format - Virtual Optimization: Adapt content specifically for virtual delivery platforms (such as Zoom or Teams), ensuring activities function smoothly within technical constraints - Facilitator Support & Scripting - Facilitator Guides: Write comprehensive facilitator guides, including detailed talk tracks, timing cues, and transition notes to ensure consistent delivery across all instructors - Instructional Support: Embed clear instructions within materials to help facilitators manage classroom dynamics and guide group discussions effectively - Learner Engagement Strategy - Active Learning: Structure content to maximize learner participation, moving away from passive lectures toward interactive discussions and peer-to-peer learning - Interactivity: Design and integrate interactive elements—such as polls, breakout scenarios, and reflection prompts—to maintain engagement in a virtual setting - Supplemental Materials - Resources for Application: Develop participant workbooks, handouts, and extension activities that allow clients to practice new skills and apply concepts after the session Qualifications - Bachelor’s degree in Instructional Design, Education, Communications, or a related field - Strong proficiency in presentation software (Google Slides, PowerPoint), document creation tools, and CMS, LMS systems - You can adapt your writing voice to match our brand - warm, empathetic, and conversational - rather than sticking to stiff, academic language - Ability to design learning experiences that are empathetic to the learner's needs and environment Requirements - Familiarity with virtual training platforms and the unique challenges of remote instruction - Basic understanding of instructional design methodologies (e.g., ADDIE, SAM) or adult learning theories - You understand the value of using artificial intelligence in the design process, and utilize it to optimize workflows and content quality Benefits The total target base compensation for this role is $42.00 per hour at the commencement of employment. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits. Our Values - Connection: Care deeply & inspire hope. - Congruence: Stay curious & heed the evidence. - Commitment: Act with urgency & don’t give up.

We are currently seeking a Training Specialist to support our client, Google, in the Enterprise channel including: HVAC, Custom Integrator/Security, Energy, Builders, and active support for the field sales teams. The training team is an integral part of the sales and marketing team of our client - a leader in consumer electronics. The Training Specialist delivers Google product, sales and technical training to various professional installation trades, install networks and B2B partnerships. As a Trainer, you will deliver consistently superb, enthusiastic and engaging training experiences to our learners. This is a fully remote position, but travel will be required. Mosaic is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey. As a leading North American integrated marketing agency, Mosaic specializes in everything from experiential marketing, commerce + retail media and field marketing, to design and production. With a 35+ year history, Mosaic has office hubs in Chicago, Dallas, and Toronto and full reach across North America. We focus on creating brand experiences that connect brands with consumers in creative and relevant ways. Mosaic’s ultimate mission is to propel our client’s business, culture, and communities forward to make the human experience better. We are diverse, yet like-minded individuals, and we believe in taking risks and creating shared experiences, not just for our clients, but for each other. Every associate is given the keys to charter new ground as they collectively live in the moment of building memorable experiences together. Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request. Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting. The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov) By applying, you agree to our Privacy Policy and Terms and Conditions of Use. #DiscoverYourPath

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As the CX Enablement & Insights Lead within the Client Experience Operations (CX Ops) team at Smarter Technologies, you will play a critical role in scaling predictable, high-quality customer outcomes by ensuring our delivery operating model is adopted, reinforced, and continuously improved. This role sits at the intersection of delivery execution, operational insight, and organizational learning. You help define how delivery works at scale, not just how individual projects succeed. You transform real-world implementation experience into standards, enablement, metrics, and feedback loops that make outcomes more consistent as the organization grows. You work in close partnership with CX Operations leadership, Delivery Executives, Solutions & Advisory, Product, Engineering, and Support to convert delivery data and customer outcomes into actionable insights that shape how Smarter Technologies delivers AI-first, human-in-the-loop (HITL) solutions. - Translate CX Ops standards, delivery methodologies, and real-world implementation learnings into clear playbooks, templates, and enablement assets. - Drive adoption of the CX delivery operating model across Delivery Leads, CX Specialists, and cross-functional teams. - Partner with CX Operations leadership to keep enablement materials aligned with current delivery realities, product capabilities, and customer needs. - Support onboarding and ongoing enablement of delivery team members to ensure fast ramp and consistent execution. - Define, track, and interpret delivery and adoption signals across implementations, including throughput, accuracy, stabilization timelines, exceptions, and customer feedback. - Aggregate quantitative and qualitative delivery insights into clear, actionable narratives for CX Ops, Delivery, Product, and Engineering leadership. - Identify systemic delivery risks, friction points, and recurring issues and surface them early with recommended actions. - Support the development and evolution of CX Ops dashboards and delivery health reporting. - Lead structured post-launch and post-incident retrospectives as part of CX Ops governance. - Ensure insights from retrospectives result in updates to standards, playbooks, enablement, or tooling. - Partner with Product and Engineering to ensure delivery insights inform roadmap decisions and platform improvements. - Act as a connective tissue between CX Ops, Delivery, Product, Engineering, and Support to ensure shared understanding of delivery performance and improvement priorities. - Support CX Ops leaders and Delivery Leads in clarifying expectations, benchmarks, and best practices. - Help the organization move from anecdotal delivery feedback to data-backed operational decision-making. - Support CX Ops leadership in identifying patterns that accelerate time-to-value and improve delivery margin. - Enable delivery teams to replicate successful implementation patterns across customers and segments. - Contribute to the evolution of Smarter’s AI-first, human-in-the-loop delivery model by institutionalizing practices that drive predictable outcomes. Qualifications - 5+ years of experience in CX Operations, delivery operations, enterprise training & enablement, program management, or implementation roles supporting complex technology or operational change. - Demonstrated ability to translate delivery experience into scalable standards, playbooks, and enablement within an operating model. - Strong analytical and storytelling skills, with the ability to convert data and qualitative insights into executive-ready recommendations. - Experience working cross-functionally with delivery, product, engineering, and support teams. - Proven ability to bring clarity to ambiguity and drive adoption of new ways of working. - Excellent written and verbal communication skills. - Highly organized, proactive, and comfortable operating in fast-moving environments. Preferred Qualifications - Experience in Revenue Cycle Management (RCM), healthcare operations, or healthcare technology. - Familiarity with AI-driven automation, human-in-the-loop (HITL) systems, or healthcare workflow technologies. - Experience building or operating within a CX Ops, Delivery Ops, or Program Management Center of Excellence. - Exposure to metrics-driven delivery models and continuous improvement frameworks. Salary Range $140,000 — $178,000 USD