Quality Assurance & Training Specialist

We’re looking for an impactful Quality Assurance & Training Specialist to join our Customer Support Center team remotely within the United States in either the Eastern or Central Time Zones.

As the Quality Assurance & Training Specialist, you will be responsible for delivering comprehensive training programs and supporting continuous learning across the Contact Center, Payments, Fraud, and Control Room teams. This includes facilitating onboarding, orientation, and skills-based training sessions. You’ll play a key role in identifying opportunities to enhance training operations and ensure consistent quality. In addition to conducting monthly quality assurance reviews to monitor performance and compliance with service level agreements, you’ll guide responsible gambling training efforts and work with teams to implement and uphold responsible gaming measures in day-to-day operations.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• Remote Work Environment

What You'll Do

• Lead the design and management of comprehensive training, onboarding, orientation, skills training programs, and quality assurance programs for the Contact Center, Payments and Fraud, Control Room team members, and Responsible Gambling.
• Ensure training effectiveness by tracking KPIs and SLAs while making improvements based on feedback and results. Additionally, design and conduct periodic needs assessments—using surveys, interviews, focus groups, etc.—as needed to identify any training gaps and opportunities for improvement.
• Deliver engaging training sessions using a mix of instructor-led training (e.g., video modules), interactive e-learning modules & multimedia tools (infographics, GIFs, videos, images, etc.)
• Utilize video editing and digital tools to develop and enhance training materials, including instructional videos and guides.
• Facilitate refresher training and coaching sessions to promote continuous employee development.
• Identify areas for ongoing improvement in training delivery and operations.
• Ensure the maintenance and updating of training documentation and SOPs for accuracy and relevance.
• Track and record training sessions in the system to ensure accurate records of employee participation, completed sessions, pending sessions, and sessions requiring updates.
• Collaborate with internal teams and external partners to implement monthly training updates and ensure alignment with organizational goals.
• Stay informed about industry trends and best practices in training and development, applying new knowledge to enhance training offerings.
• Lead the management and oversight of responsible gambling initiatives for operational training, along with an overview of player accounts.

Who You Are

• A passionate and engaging facilitator who thrives on helping others learn and grow.
• A strong communicator with a focus on delivering interactive, effective training sessions across various teams.
• Detail-oriented and organized, with experience supporting quality assurance efforts and tracking key performance outcomes.
• A collaborative team player who uses feedback, data, and curiosity to continuously improve training and service quality.

What You'll Bring

• 1+ year of experience in training, preferably in customer service or contact center environments.
• 2+ years of experience in training and development, preferably in a corporate environment.
• Experience designing and delivering training programs using adult learning principles and instructional design methodologies.
• Proficiency in training delivery techniques, including facilitation, coaching, and presentation skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency with training software and learning management systems (LMS) is an asset.
• Excellent communication and interpersonal skills.
• Excellent presentation and facilitation skills
• Proficiency in Microsoft Office Suite and training software/tools
• Knowledge of training evaluation techniques to assess the effectiveness of training initiatives.
• Ability to adapt training approaches to different learning styles and audience needs.
• Collaboration skills to work effectively with subject matter experts and stakeholders in developing training content.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.