Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. The Training Specialist will be responsible for providing training and coaching to call center agents in the healthcare industry. They will be responsible for ensuring agents are equipped with the knowledge and skills needed to handle customer inquiries and complaints in a professional and effective manner. The instructor will also be responsible for creating and updating training materials and evaluating the performance of agents to identify areas for improvement. **Key Responsibilities:** + Deliver training to call center agents and professionals on healthcare/pharma industry regulations, policies, procedures, and best practices. + Deliver training on the features and operation of products and technology, client tools, processes, including basic soft skills. + Develop and update training materials, such as user manuals, training videos, and presentations based on client or internal needs in a clear sequence for delivery. + Evaluate the performance of call center agents and provide coaching and guidance to improve their skills and knowledge. + Evaluate training participants on class engagement, proficiency, and readiness for production. + Collaborate with other departments, such as operations, compliance, and quality assurance, to ensure training aligns with industry regulations and company standards. + Provide ongoing support and guidance to call center agents to help them improve their performance. + Works with subject matter experts to keep content current and effective. + Attend training and workshops to stay current on industry best practices and trends. **Additional Responsibilities:** + Review and prepare training resources and materials to deliver classes. + Create and use assessment tools to determine effectiveness and knowledge retention of training programs. + Appropriately manage classroom activities with proficient time management skills and the ability to handle conflict resolution. + Collect training feedback from participants. + Conduct "train the trainers" sessions, as necessary. + Analyze, produce, and distribute training reports and progress to leadership and frontline staff. + Guide other trainers and assigns tasks. + Perform other duties as assigned. + Comply with all policies and standards. **Qualifications:** + 3+ years of experience as an L&D training professional or the equivalent call center work experience. + Experience working in the healthcare/pharma industry. + Strong knowledge of effective adult learning and development methods. + Excellent communication and presentation skills, especially in use with MS Office suite. + Ability to problem solve and provide the best outcome for clients and end users. + Strong organizational and time management skills. + Ability to work independently and as part of a team. + Ability to be flexible with training different shifts and time zones. + Experience with call center software and technology is a plus. + Ability to travel (10%). + The Training Specialist will play an essential role in ensuring our call center agents are equipped with the knowledge and skills needed to provide excellent customer service in the healthcare/pharma industry. The ideal candidate will have a passion for training and a strong understanding of healthcare regulations and policies. **Flexible Working** At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. In this role, you can expect the following working conditions: + **Remote work** : Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday. **Working For You** Perks and rewards designed for you: + Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment. + Retirement Savings: We will support you as you save for your future. + Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more. + Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint. + Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career. + Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work. + Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts. **Join Us** At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can: Bring your authentic self to work. Grow and thrive, both personally and professionally. Make a difference with our clients, in our communities, and with the millions of people we support. When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best! Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $19.00 - $24.00/hour. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._