Training Specialist Sr

Job Details

Industry: Medical Devices / Pharmaceuticals
Job Title: Sr. Training Specialist - Service Excellence
Duration: 9-Month Assignment
Location: Hybrid – Alameda, CA (4-Days Onsite/Week)

Sr. Training Specialist, Service Excellence

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 our client’s Client products, technical troubleshooting, compliance/complaint handling, customer service, and quality assurance behaviors. The role partners with subject matter experts across Client 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:
  • Power Point
  • 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.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.