Quality & Training Specialist Associate
- Pay
- $63,496 – $79,369 per year
- Location
- Hurricane, WV · On-site
- Job type
- Full-time
- Level
- Mid-level
- Experience
- 2+ years
- Education
- Bachelor's degree
- Listed
- Yesterday
Skills & highlights for this role
- Adult learning principles
- Basic instructional design
- Training facilitation
- Quality monitoring and call scoring
- LMS administration
- Customer service
- Project tracking and status reporting
- Virtual classroom and polling tools
Also useful
- Quality certification
- Training certification
- Call center experience
- AI-enabled training tool awareness
About the role
Job Posting End Date
11-23-2026
Please note the job posting will close on the day before the posting end date.
Job Summary
Supports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning-science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.
What You'll Do
Plan & Deliver Training
- Coordinate, facilitate, and evaluate instructor-led and virtual learning using basic adult learning principles and entry-level instructional design techniques
- Incorporate interactive activities and job aids.
Quality Monitoring
- Listen to live and recorded customer interactions
- Score calls using standard rubrics
- Participate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency.
Continuous Improvement (Entry)
- Collect learner feedback, training attendance, and basic outcome data
- Recommend incremental updates to materials, exercises, and delivery methods.
Stakeholder Partnership
- Build working relationships with CSC Leadership
- Surface emerging training needs and share simple trend summaries.
LMS & Content Hygiene
- Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS.
Technology & AI Awareness
- Use standard training tools (virtual classroom, polling, forms).
- Demonstrate basic awareness of AI-enabled features (e.g., generating quiz items, drafting scenarios) under guidance, with appropriate data-handling practices.
Readiness & Logistics
- Coordinate invites, rosters, rooms/links, and materials
- Ensure training spaces and technology are ready.
Change Management
- Execute change-ready training tasks (update job aids, schedule sessions, reinforce key messages)
- Support supervisors with huddles and reminders
- Log adoption questions and escalate risks.
Project Management
- Track tasks and dates for small training projects
- Maintain checklists, rosters, and status notes
- Communicate progress to stakeholders
- Escalate issues on scope/timeline/risks.
Education requirements are listed below
- Bachelor's degree in arts or science required OR;
- An associate degree and 2 additional years of customer service experience OR;
- A high school diploma or GED and 4 additional years of customer service experience.
Work Experience requirement listed below
- 2 years' Customer Operations Associate or direct Customer Service experience required.
Other Preferences
- Quality and Training Certification will be considered a plus
- Call Center experience is a plus
What You'll Get
- Standard base salary is: Quality and Training Specialist Associate: $63,496-$79,369
- In addition to competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.
- Where Putting the Customer First Powers Everything We Do
- At AEP, we're more than just an energy company - we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions.
- Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities.
- If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!
- #APCO
- Compensation Data
Compensation Grade
SP20-005
Compensation Range
$63,496.00 - $79,369.00
The Physical Demand Level for this job is
S - Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
- Hear about it first!
- Get job alerts by email.
- Log in to your Candidate Home Account today!
- If you don't have an account, you can create one.
Equal opportunity and legal notices
It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law.
When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.
From AEP's careers page, first listed on Rolev.ai on November 13, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Quality & Training Specialist Associate role at AEP, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
See how you fit
Openings from employer career sites are ranked against your whole resume—and searchable inside Claude, ChatGPT, and Cursor via Rolev.ai MCP.
Tailor without inventing
Every change to your resume is checked against your original. New experience goes in only with your yes—zero fabricated claims.
Draft the full kit
Tailored and Full Match resumes, role-specific cover letters, and answers to employer screening questions are prepared in seconds.
1-Click Extension Autofill
The Chrome extension fills the employer's Greenhouse, Workday, Lever, or Ashby form in 1 click. You review it and press Submit.
Common questions
What is the salary for the Quality & Training Specialist Associate role at AEP?
The Quality & Training Specialist Associate posting at AEP states compensation of $63,496 – $79,369 per year. It is listed as a full-time position. Final pay may depend on location, experience, and interview evaluation on AEP's official career site.
Where is the Quality & Training Specialist Associate job at AEP located?
This Quality & Training Specialist Associate position at AEP is located in Hurricane, WV (On-site). Always check AEP's application page for specific state eligibility or relocation policies.
What qualifications are required for Quality & Training Specialist Associate at AEP?
For the Quality & Training Specialist Associate role, AEP highlights 2+ years of relevant experience; a bachelor's degree; experience with Adult learning principles, Basic instructional design, Training facilitation, Quality monitoring and call scoring, LMS administration, Customer service. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Quality & Training Specialist Associate position at AEP?
This listing links directly to AEP's Workday application page. You can apply directly on AEP's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Workday application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.