Learning and Development

• Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
• Collaborate with BPO leadership and internal teams (QA, Workforce Management, Ops) to align training objectives with operational realities.
• Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination. Partner with site leaders to ensure trainers have the tools, environments, and time needed to execute training plans effectively.
• Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
• Partner with Instructional Designers to define facilitation requirements and provide feedback loops to improve course content.
• Deliver TTT sessions and certification workshops to ensure BPO trainers are equipped to meet delivery standards.
• Support BPO trainer communities through regular forums and structured coaching to share best practices across regions.
• Maintain a "Partner Training Playbook" and ensure consistent training environments, tools, and evaluation criteria across all sites.

L&D Specialist, Partner Network Training Lead

• The Trainer will join the Training Team responsible for providing services in support of all levels of users across the United States Coast Guard (USCG) enterprise
• You will provide a variety of support services to better enable users to perform their clinical and business support workflows
• Manage and implement EHR system curriculums based on position-specific workflows
• Collect data from customer satisfaction surveys to continuously evaluate course effectiveness
• Utilize data to update and improve existing materials
• Deliver content for instructor-led training (ILT) in accordance with enterprise standards
• Deliver content for Optimization sessions in accordance with enterprise standards
• Encourage classroom participation and facilitate change management for target audiences
• Discover and apply customer needs/business knowledge to ensure client satisfaction of delivery outcomes
• Prepare instructional aids and plans and determine training objectives and goals
• Formulate training outlines and determines instructional methods
• Evaluate effectiveness of training and development programs and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods
• Coordinate or perform administrative functions necessary to deliver and document training programs
• Provide formal and informal implementation guidance, integration, and change management support tasks
• Maintain an appropriate degree of knowledge, skill, and ability to provide functional support and perform system status checks as needed during system trouble ticket resolution

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L&D Specialist, Partner Network Training Lead

Electronic Health Record (EHR) Training Specialist