Training Specialist

About the role

The Training Specialist joins the Global Customer Operations Training team to design, deliver, and maintain training programs for customer support representatives who provide legal research assistance. The role ensures that staff are equipped with the product knowledge, process understanding, problem‑solving abilities, and customer interaction skills needed to deliver a consistent, high‑quality experience.

Key responsibilities

• Deliver instructor‑led, virtual, and structured training sessions for new and existing support representatives.
• Reinforce core competencies such as product knowledge, customer service, teamwork, problem solving, and effective use of support tools.
• Design, develop, and maintain facilitator guides, learner materials, knowledge resources, and practice activities.
• Update training content to keep it accurate, relevant, and aligned with approved processes and workflows.
• Assist with needs analysis and gap identification by gathering feedback and reviewing recurring learner questions.
• Partner with operations leaders, quality teams, subject‑matter experts, and other stakeholders to align training with business needs.
• Collect and analyse learner feedback, assessment results, and performance indicators to evaluate training effectiveness.

Required profile

• Bachelor’s degree or equivalent experience in education, training, communications, legal studies, business, or a related field.
• Experience in training, coaching, customer support, or legal support environments is preferred.
• Working knowledge of adult learning principles and training methodologies.

Required skills

• Familiarity with the ADDIE instructional design model.
• Understanding of Kirkpatrick training evaluation concepts.