Qureos Mentor

PSI Services LLC

<div>Title: Candidate Services Training Manager

Location: Onsite-Henderson, NV

Salary: $60K / annually

About PSI

Join Us at PSI - Where You Belong, Grow, and Thrive!

At PSI, we believe that people achieve their best when they feel they truly belong. That&rsquo;s why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience.

We&rsquo;re proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you&rsquo;ll feel the difference in how we work, grow, and succeed together.

What You Can Expect From Us - We know that great work starts with feeling valued. That&rsquo;s why we&rsquo;ve benchmarked all our roles against local market rates and why you&rsquo;ll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.

About the Role

The Candidate Services Training Manager is responsible for end-to-end workforce readiness across the Candidate Services department, encompassing recruiting support, interviewing, onboarding, training, nesting, coaching, documentation governance, and continuous capability development.

This role goes well beyond traditional training delivery. It plays a critical role in interviewing and onboarding new hires, ensuring Day 1 readiness, leading nesting and post-training coaching, and driving ongoing retraining for agents, tenured staff, and leadership. The role also owns the accuracy and sustainability of Call Center Instructions (CCI) and Standard Operating Procedures (SOPs), ensuring alignment with the Candidate Information Bulletin (CIB) and evolving business needs.

The Candidate Services Training Manager partners closely with Call Center Leadership, Recruiting, Quality Assurance, Operations, Global Candidate Services teams, and Engagement committees. This role is part of the call center leadership team and is expected to operate independently with minimal ramp-up.

This is a full-time, onsite role aligned with call center operating hours. Occasional flexibility may be required to support onboarding cycles, training initiatives, or operational needs.

Role Responsibilities

Recruiting, Interviewing &amp; Onboarding
<ul>
<li>Own end-to-end recruiting for Candidate Services, including requisition support, interview facilitation, candidate evaluation, skills assessment, and onboarding readiness, in collaboration with Recruiting and Candidate Services Leadership.</li>
<li>Facilitate and represent the department at onsite and offsite job fairs, hiring events, and recruitment initiatives, as needed.</li>
<li>Lead and support Day 1 training, ensuring new hires are prepared to transition into nesting and production environments.</li>
</ul>
Training, Nesting &amp; Coaching
<ul>
<li>Design, facilitate, and manage end-to-end new hire training programs for Candidate Services.</li>
<li>Own nesting programs, including structured coaching, performance monitoring, and feedback loops for all new hires.</li>
<li>Provide ongoing coaching and retraining for agents at all levels, addressing performance gaps, quality trends, policy changes, and system updates.</li>
<li>Develop and deliver training for new and existing leadership, supporting consistency in expectations, coaching practices, and operational execution.</li>
<li>Design and deliver training in both in-person and virtual/remote environments, ensuring consistent learning outcomes for onsite and work-from-home employees.</li>
</ul>
Content Management &amp; Documentation
<ul>
<li>Maintain and audit Call Center Instructions (CCI) to ensure alignment with the client requirements and expectations.</li>
<li>Create, update, and govern Candidate Services SOPs, job aids, and reference materials, ensuring clarity, accuracy, and accessibility.</li>
<li>Lead training and communication efforts tied to process changes, new programs, system enhancements, or policy updates.</li>
</ul>
Quality, Global &amp; Operational Partnership
<ul>
<li>Partner closely with Quality Assurance to identify trends, root causes, and training or coaching opportunities.</li>
<li>Partner with Global Candidate Services teams to support training efforts, including sharing updated documentation and ensuring consistency in candidate-facing processes across regions.</li>
<li>Design and deliver training for other internal teams as needed to ensure understanding of Candidate Services processes, policies, and workflows.</li>
<li>Serve as a subject matter expert for Candidate Services processes, systems, and workflows.</li>
<li>Partner with Operations and IT to ensure system access and training readiness for new hires and trainees.</li>
</ul>
Engagement &amp; Continuous Improvement
<ul>
<li>Participate as an active member of the Engagement Committee, supporting initiatives that drive morale, retention, and employee experience.</li>
<li>Track training and coaching effectiveness using performance metrics, QA data, and employee feedback.</li>
<li>Continuously refine training materials, methods, and delivery to support scalability, consistency, and long-term success.</li>
<li>Foster a culture of learning, accountability, and professional growth across Candidate Services.</li>
</ul>
Knowledge, Skills and Experience Requirements
<ul>
<li>Bachelor&rsquo;s degree or equivalent experience required.</li>
<li>3&ndash;5 years of demonstrated, hands-on experience in a call center, customer service, or contact center environment.</li>
<li>Proven experience leading training, onboarding, nesting, coaching, and workforce enablement with minimal ramp-up.</li>
<li>Strong understanding of call center operations, performance metrics, and customer experience principles.</li>
<li>Demonstrated experience creating and maintaining SOPs, job aids, and instructional content.</li>
<li>Leadership experience preferred, including experience partnering with managers or serving as part of a call center leadership team.</li>
<li>Ability to influence outcomes and drive alignment without direct authority across teams and stakeholders.</li>
<li>Experience facilitating training in hybrid environments (in-office and remote).</li>
<li>Proficiency in Microsoft Office; experience with LMS or training platforms preferred.</li>
<li>Ability to quickly learn proprietary systems and adapt training accordingly.</li>
<li>Must be eligible to pass a U.S. Department of Defense (DoD) federal background check, as required for program access.</li>
</ul>
Benefits &amp; Culture

Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:
<ul><li>Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions</li>
<li>Generous Time Off: Enhanced paid time off/annual leave policies</li>
<li>Health &amp; Wellbeing Coverage: Medical insurance tailored to your region, plus:</li>
<li><ul><li>US: Dental, vision, life, and short-term disability insurance</li>
<li>UK: Medical cashback plan including dental, vision, and income protection</li>
</ul></li><li>Flexible Spending Accounts (US)</li>
<li>Employee Assistance Program (EAP): Confidential support whenever you need it</li>
<li>Work-Life Balance: We understand life happens outside of work, and we fully support flexibility</li>
<li>Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired</li>
<li>Future Planning: Tools and support to help you grow personally and professionally</li>
<li>Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry</li>
</ul>
At PSI, we&rsquo;re more than just a workplace - we&rsquo;re a global team driven by shared values and real impact. If you're ready to be part of a company that&rsquo;s committed to your growth and well-being, we&rsquo;d love to hear from you.</div>

Call Center Services Training Manager ($60K)

<div>Title: Senior Test Content Services Specialist

Location: Remote - US

Compensation: $68K - $77,000

About PSI

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That&rsquo;s why you&rsquo;ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at: https://www.psiexams.com/
<div>
About the Role
 
<ul><li>The Senior Test Content Services Specialist is an experienced contributor who applies technical expertise in exam content management, database management, and project management to the publication and maintenance of certification and education exams. The Sr. Test Content Services Specialist will import exam content from client
</li></ul>representatives, prepare and configure exams for publication, and perform quality checks for publication and maintenance of exam forms in PSI&rsquo;s proprietary item banking and exam delivery software.</div>
<ul><li>This is a full-time permanent role, with flexible hours around core office availability Monday to Friday. The role can be performed remotely in the US, UK, or Sweden, with
</li></ul>occasional travel for meetings, events and workshops.<div> 

Role Responsibilities
 
<ul><li>Onboard new clients, review contracts, and determine appropriate test setup based on client requirements.</li><li>Set up content migration plan and timeline for new clients, with input from the client, internal project manager, and other key stakeholders.</li><li>Intake new exams for existing clients and publish exams according to established timeline requirements.</li><li>Develop and maintain timelines for test publication activities and track progress in project management ticketing software.</li><li>Format files to import client content into item banking and test delivery software, and ensure all data is imported accurately.</li><li>Prepare tests for publication, perform quality checks, and implement live updates to tests.</li><li>Collaborate with Information Technology personnel to provide software support and training for clients.</li><li>Identify potential test publication issues, troubleshoot, and suggest possible solutions to problems.</li><li>Conduct quality control according to department procedures and address issues.</li><li>Support peers with tasks related to test publication.</li><li>Participate in the development and maintenance of documentation of Test Content Services work processes and associated technology tools, including system user guides.</li><li>Maintain in-depth and up-to-date knowledge of proprietary test delivery software.</li></ul> 

Knowledge, Skills and Experience Requirements
 
 Education to Bachelor&rsquo;s degree level. 
 3+ years&rsquo; experience in exam publication, item bank management and/or database
 
management. 
 Strong proofreading skills required. 
 Strong experience with project management processes and workflows. 
 Proficiency with Microsoft Office applications. 
 Experience with XML, HTML and QTI file formats.</div>

 Benefits &amp; Culture

At PSI, our culture is to be transparent and fair. That&rsquo;s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

 In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:
<ul>
<li>401k/Pension/Retirement Plan &ndash; with country specific employer %</li>
<li>Enhanced PTO/Annual Leave</li>
<li>Medical insurance &ndash; country specific</li>
<li>Dental, Vision, Life and Short Term Disability for US</li>
<li>Flexible Spending Accounts &ndash; for the US</li>
<li>Medical Cashback plan covering vision, dental and income protection for UK</li>
<li>Employee Assistance Programme</li>
<li>Commitment and understanding of work/life balance</li>
<li>Dedicated DE&amp;I group that drive core people initiatives</li>
<li>A culture of embracing wellness, including regular global initiatives</li>
<li>Access to supportive and professional mechanisms to help you plan for your future</li>
<li>Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities</li></ul></div>

Senior Specialist, Exam Content Services

Join PSI Services LLC and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

PSI Services LLC

About Company

Call Center Services Training Manager ($60K)

Senior Specialist, Exam Content Services