Sr. Professional, Learning Specialist

Make an impact with the power of your ideas

Cotality is no ordinary company. We’re the only holistic data, insights and workflow solutions provider for the property ecosystem—serving industries ranging from real estate to public policy to retail—and counting. Together, we're making the complex more seamless, more unified and more resilient to whatever the future may hold.

Cotality is committed to investing in the most talented employees providing them with career advancement opportunities, and supportive, visible, and trusted leadership. We foster a collaborative culture with work-life balance. At Cotality, you will be a part of an inclusive enterprise team that does impactful and meaningful work, shaping the future of the property industry and beyond.

Job Description:

The Sr. Professional, Customer Experience (CX) Learning Specialist is responsible for overseeing Cotality's role-based training needs within CX function of the Enterprise Operations Group. This role will engage with CX stakeholders to identify innovative, efficient and scalable learning approaches for all associates. 

In this role, you'll be responsible for designing, delivering, and optimizing training programs that go beyond compliance and scripts — empowering agents to think critically, build meaningful customer relationships, and deliver best-in-class service experiences. 

Key Responsibilities: 

• Develop and Lead Strategy: In collaboration with the other Learning Specialists, execute the transformation strategy to move CX learning paths towards a future-focused training vision that supports transformation initiatives, employee engagement, and enhanced customer satisfaction. 

• Program Creation & Optimization: Build and continuously improve onboarding, upskilling, leadership development, and soft skills training programs tailored for a rapidly evolving contact center environment. Evaluate existing role-based training paths, tools, and platforms to recommend enhancements or solutions to ensure effectiveness and relevance with industry best practices (focusing on asynchronous solutions). 

• Cross-functional Collaboration: Partner with key stakeholders across operations, quality, workforce management, and HR to align training with business goals. 

• Culture & Change Leadership: Champion a culture of continuous learning, adaptability, and empowerment; act as a change agent during primary process, technology, or organizational shifts. 

• Coach & Mentor: Lead, coach, and develop a team of trainers to deliver Contact Center new hire trainings; and instructional designers, fostering a high-performing and collaborative environment. 

• Measure Impact: Establish KPIs to assess training effectiveness and ROI, and present insights to executive leadership. 

Job Qualifications:

Required Qualifications: 

• 5+ years of experience in contact center training or operations, with experience leading improvement initiatives 

• Proven experience driving transformation initiatives in a high-volume customer service or contact center environment, with a focus on digital and blended learning activities. 

• Deep understanding of adult learning principles, training design, and blended learning methodologies. 

• Strong analytical and problem-solving skills, with the ability to link learning outcomes to business results. 

• Excellent communication, faci