Training and Documentation Specialist

POSITION DESCRIPTION

Title: Training and Documentation Specialist

Classification: Salaried, exempt

Position Type: Full Time

Reports to: Director of Digital Operations

Location: Tampa, FL

Summary/Objective

TBO Bank is seeking a highly organized and detail-oriented individual with a passion for guiding others to join our team as a Training and Documentation Specialist for our Customer Success team. This individual will play a crucial role in ensuring the efficiency and effectiveness of both our internal and Business Process Outsourcing (BPO) call center operations by developing and implementing a robust training program in a Learning Management System (LMS) with measurable Key Performance Indicators (KPIs), creating and maintaining Standard Operating Procedures (SOPs) with thorough recordkeeping and version control, and overseeing Quality Assurance (QA) processes for continuous compliance and strategic improvement. The ideal candidate will possess a strong background in call center management, BPO partnerships, training, and quality assurance, along with excellent communication and collaboration skills.

Essential Functions:

SOP Development:

• Spearhead the end-to-end lifecycle of Standard Operating Procedures, collaborating with subject matter experts to capture, analyze, and validate new and existing call center workflows
• Establish and uphold excellent documentation standards, ensuring all SOPs are precise, compliant, and aligned with banking regulations and company policies.
• Architect and maintain a centralized SOP management system with version control, role-based access, and audit trail capabilities to guarantee traceability and regulatory readiness.
• Assist in the design and execution of a continuous QA audit program for SOP adherence, producing detailed compliance reports, identifying deviations, and driving corrective action plans and SOP revisions to mitigate risk and enhance consistency.

Training Program Design and Delivery:

• Lead the design, rollout, and ongoing refinement of a LMS that embeds product mastery, service excellence, and policy proficiency into every agent’s performance.
• Develop immersive learning experiences that can be delivered by team members and BPO partners alike—such as instructor-led workshops, virtual e-learning modules, microlearning bursts, and scenario-based simulations—to cater to diverse learning styles and maximize retention.
• Grow and maintain a strong relationship with our BPO partner to ensure agents both in-house and outsourced adhere equally to TBO’s best-in-class service excellence.
• Partner with Product, Compliance, IT, and Analytics teams to integrate system enhancements, process updates, and industry best practices into dynamic training curricula.
• Implement a rigorous evaluation framework (e.g., Kirkpatrick levels, competency assessments, live and recorded observations) to measure training impact, iterate content, and drive continuous improvement.

Continuous Improvement:

• Conduct deep-dive analyses of SOP compliance rates, training effectiveness scores, QA outcomes, and customer satisfaction metrics to pinpoint performance gaps and root causes.
• Champion cross-functional projects aimed at streamlining processes, reducing average handle time by targeted margins, and elevating first-call resolution and Customer Satisfaction Scores (CSAT).
• Collect and report key performance indicators (KPIs)—such as time-to-competency, QA pass rates, and CSAT trends—and deliver strategic insights to senior leadership.
• Other duties as assigned.

Competencies:

• Strong instructional design, SOP documentation, and LMS administration skills.
• Detail-oriented with a focus on accuracy and consistency.
• Excellent verbal and written communication with cross-functional collaboration
• Exhibit effective coaching, mentoring, and facilitation of cross-cultural adult learning
• A data-driven focus on KPI monitoring and process optimization.
• Ability to work collaboratively in a team and independently on various project management, change leadership, and strategic alignment initiatives

Physical Demands:

• Regular requirements:
  • Sit
  • View computer monitors
  • Talk
  • Hear
  • Stand
  • Walk
  • Use hands to type / handle / feel
  • Reach with hands & arms
• May be required:
  • Lift up to 20 lbs.

Preferred Education and Experience

• Bachelor's degree in a relevant field (e.g., Business, Education, Technical Writing) or equivalent work experience.
• Proven experience in developing and maintaining Standard Operating Procedures.
• Familiarity with financial services regulations and compliance requirements is preferred.

*TBO Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.