Job Details

Job Title: Training Specialist Sr.
Location: Alameda, CA 94502 | Hybrid-4 days onsite/week
Duration: 09 Months

Position Summary:

• This role designs the training interventions required to execute the organization's learning strategy, ensuring employees and BPO partners have the skills needed to support ADC products, technical troubleshooting, compliance/complaint handling, customer service, and quality assurance behaviors.
• The role partners with subject matter experts across ADC to design, implement, evaluate, and administer global Customer Experience training programs delivered through a mix of document based, video/audio, and interactive media formats.

• Apply advanced knowledge and skills in the design, development, and delivery of training programs, informed by training needs analyses and stakeholder input.
• Design, resource, and deliver learning solutions-including eLearning, ILT, virtual sessions, workshops, TTT, and structured OJT-that align with organizational goals.
• Establish and maintain global LMS structure, version control, compliance tracking, and adherence to LMS policies across regions.
• Develop and integrate knowledge checks and evaluations to ensure comprehension and continuous learning.
• Coordinate training compliance and record keeping across all Customer Service teams, including regional and BPO teams.
• Collaborate with SMEs to ensure content accuracy, completeness, and alignment with quality/regulatory requirements in a highly regulated environment.
• Manage vendor resources supporting content development, ensuring adherence to standards, timelines, and quality expectations.
• Monitor, evaluate, and report on training program effectiveness; maintain program and individual training records.
• Apply continuous improvement practices to global training materials, processes, and systems.
• Stay current with innovations in learning, education, instructional design, and learning technologies.

• Ability to work independently with regular check ins and feedback.
• Ability to produce creative work within an established branded framework.
• Ability to capture, apply, and monitor key project details in an organized, repeatable manner.
• Ability to pause and resume large projects without loss of documentation or momentum.

• Reports to Sr. Training Specialist, Service Excellence.
• Owns global curricula from needs assessment through recommendation, design, build, delivery, and evaluation.

• Portfolio showing design aptitude, application of adult learning principles, and iterative, holistic instructional design (Will NOT be considered without portfolio).
• 5+ years' experience creating learning content in document, video/audio, and interactive formats.
• Bachelor's degree in English, Education, Graphic Design, Instructional Design, or a closely related field (or equivalent demonstrated expertise/experience).
• LMS administration experience.
• Excellent video/audio editing and graphic design skills.
• Expert-level proficiency in learning creation software, including these specifics:

• PowerPoint
• Articulate 360 / Rise 360
• Adobe InDesign / Photoshop

• Excellent written and verbal communication, presentation, and facilitation skills.
• Experience with call center technologies, CRM or service ticket systems in a quality-focused environment.
• Advanced proficiency with Microsoft Office tools.

• Experience with Allego LMS.
• Strong facilitation skills for TTT, project status meetings, and cross-functional communication.
• Healthcare or medical device industry experience.
• Master's degree in educational technology, instructional design, or related field (or equivalent demonstrated expertise).
• Project Management certification (PMI) or significant project management experience.