Training Analyst - Hybrid - Full-time

Provident Bank is a highly regarded financial institution with deep roots in the community. The Contact Center Training Analyst I is responsible for developing and delivering training programs to support the Contact Center's success, focusing on coaching and quality assurance to enhance employee skills and customer experience.

Responsibilities

• Develop and implement training programs that support Contact Center operations, including customer service, sales, compliance, product knowledge, and call etiquette
• Facilitate instructor‑led and ongoing training sessions for new hires and existing employees
• Administer the Contact Center Quality Assurance program, including call monitoring and performance assessments
• Provide coaching, constructive feedback, and follow‑up training based on quality results and observed performance gaps
• Create, update, and maintain training manuals, guides, and reference materials
• Coordinate training logistics, including classroom setup and materials
• Collaborate with business partners and subject matter experts to ensure training content reflects current policies, procedures, products, and services
• Support incentive and performance reporting by providing data and metrics as required
• Act as a liaison between departments to communicate process, policy, and service updates to Contact Center and branch teams
• Perform additional related duties as assigned

Skills

• Bachelor's degree preferred
• 1–3 years of experience in training, learning & development, contact center operations, or a related area
• Knowledge of training delivery methods, adult learning principles, and presentation techniques
• Strong communication skills with the ability to present information clearly and confidently
• Ability to coach and provide constructive feedback in a supportive manner
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Strong organizational and documentation skills
• Ability to work a flexible schedule as needed
• Attention to detail with the ability to manage multiple priorities

Benefits

• Paid Time Off (PTO)
• Paid Holidays
• Health and Wellness benefits
• Medical, Dental, and Vision Plans
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• 401(k) Retirement Plan
• Disability Insurance
• Employee Assistance Program (EAP)
• Basic Life Insurance
• Tuition Disbursement
• Loan Repayment programs
• Supplemental Life Insurance
• Accident
• Critical Illness
• Hospital Indemnity
• Legal Plans

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