Business Analyst - Trainer

Summary

Flatter, Inc. (Flatter) is hiring experienced Business Analyst - Trainers to support the United States Department of Agriculture (USDA) - Rural Development (RD) Loan Servicing Call Center operations in St. Louis, MO or San Antonio, TX. This role is responsible for delivering, maintaining, and continuously improving training programs that ensure Customer Service Representatives (CSRs) are fully prepared to support USDA loan servicing customers.

The Trainer will ensure training aligns with call center operations, evolving call volumes, system updates, and USDA program requirements.

• Deliver instructor‑led and virtual training to call center staff on USDA Rural Development loan servicing policies, procedures, systems, and customer service standards.
• Ensure training content reflects current call center operations, trending call drivers, and real‑time updates to USDA loan servicing systems.
• Monitor call volume trends and common inquiry types to update training materials and reinforce priority focus areas.
• Train staff on accurate documentation of call actions, proper case handling, and detailed call note entry to ensure system records remain complete and audit‑ready.
• Track recurring call issues and coordinate with leadership to address knowledge gaps, process inefficiencies, or system‑related challenges.
• Develop and maintain training materials, job aids, SOPs, and quick reference guides aligned with USDA Rural Development policies.
• Support new hire onboarding and provide refresher training based on quality assurance findings and performance metrics.
• Partner with Quality Assurance and Operations teams to ensure training supports performance standards, compliance requirements, and customer satisfaction goals.
• Conduct follow‑up assessments to measure training effectiveness and identify opportunities for continuous improvement.

* Additional duties as assigned

Qualifications:

• Experience:
  
  3–5 years of training experience within a call center environment, preferably supporting government loan programs, financial services, or mortgage servicing.
• USDA Expertise:
  Experience supporting USDA Rural Development loan servicing programs preferred.
• Strong knowledge of call center operations, performance metrics, and documentation standards.
• Experience developing training materials and delivering both in‑person and virtual instruction.
• Ability to analyze call trends and translate operational data into actionable training improvements.
• Strong communication, facilitation, and presentation skills.
• Proficiency with MS Office Suite and virtual training platforms.
• Bachelor’s degree in Business, Education, Communications, or related field; preferred.