Training & QA Specialist in Margate, Florida at Answering Service Care

About Answering Service Care

A Legacy of Excellence in Customer Service

For over 50 years, Answering Service Care (ASC) has been a trusted live answering service for more than 4,000 businesses nationwide. From law firms and contractors to medical offices, franchises, insurance agencies, and more, we provide professional, reliable customer service across all industries.

As a third-generation family business, ASC is built on a people-first culture, where long-term relationships—with both clients and employees—are at the core of what we do. Many of our team members and clients have been with us for more than 20 years. With nearly 200 employees across three offices in New Jersey, North Carolina, and Florida, we take pride in training skilled customer service professionals to provide:

Warm, professional call handlingLead intakesAppointment schedulingCall transfers and accurate message relayLive chat, SMS, and email support

At ASC, we get it, so our clients don’t have to—and we want you to be part of our growing team.

Why Join ASC?A people-first culture that values long-term relationships and career growthIndustry-leading training to build expertise across multiple industriesCareer stability and advancement opportunities with a company that has thrived for over 50 yearsOur Mission

To create seamless connections between businesses and their customers through tailored communication solutions that foster lasting relationships and consistently exceed expectations.

If you are passionate about customer service and thrive in a professional, fast-paced environment, we would love to connect with you.

Position Summary

We are seeking a motivated, engaging, and detail-oriented Training Specialist to join our team. This role is responsible for facilitating training across all departments within the organization, ensuring consistent onboarding, skill development, and performance readiness that directly support employee success, operational consistency, and high-quality customer service in a fast-paced answering service environment.

The Training Specialist will play a key role in preparing new team members for success by delivering high-quality onboarding, classroom instruction, systems training, customer service coaching, and ongoing support.

The ideal candidate is patient, organized, professional, and passionate about helping others learn in a fast-paced call center environment. This role requires strong communication skills, the ability to adapt training styles to different learners, and a commitment to ensuring employees understand company expectations, systems, and client protocols.

What We’re Looking For

We are looking for someone who is energetic, approachable, and passionate about helping others succeed. The ideal candidate can create a positive learning environment while maintaining structure, accountability, and professionalism. This person should be able to motivate new hires, build confidence, and prepare employees to provide exceptional service to our clients and callers.

Essential Responsibilities

New Hire Training & OnboardingFacilitate structured onboarding programs for new answering service agents (remote and/or in-office)Deliver engaging instructor-led training sessions covering:Customer service fundamentals and professionalismSystem navigation and workflow efficiencyCall, SMS, and chat handling proceduresScript adherence and communication quality standardsTrain employees on company policies, client expectations, and operational proceduresEnsure trainees understand attendance, availability, and performance expectationsProvide hands-on support with system access, tools, and training materialsMonitor attendance, participation, comprehension, and performance throughout trainingAdminister quizzes, call evaluations, and skill assessmentsProvide encouragement, reinforcement, and additional support where neededPerformance & Coaching DevelopmentIdentify learning gaps early and provide targeted coaching and supportDeliver real-time feedback in a clear, professional, and supportive mannerReinforce key habits including:Proper system usage and documentationTime management and workflow disciplineProfessional customer communicationEfficiency and accuracy in handling interactionsSupport trainees through both training and early production (incubation period)Partner with Operations and QA to support readiness decisions and performance alignmentSupport continuing education and coaching beyond the initial 90-day period

Performance Enablement & KPI Readiness

Prepare agents to meet key performance expectations, including: Availability and schedule adherenceQuality Assurance (QA) standardsFirst Contact Resolution (FCR)Efficient handling of omni-channel interactions (calls, SMS, and chat) Certify agents for production readiness based on established benchmarksSupport consistent transition from training to production floor success

Collaboration with Operations Quality Assurance

Reinforce company expectations regarding customer service, professionalism, empathy, accuracy, and complianceEnsure trainees understand HIPAA, confidentiality, and data security requirements when applicablePromote adherence to company procedures and quality assurance standardsWork closely with Operations Managers and QA teams to support new hire developmentAlign training content with QA standards, operational expectations, and client requirementsParticipate in calibration discussions to ensure consistency in coaching and scoringSupport agents through their first 30–90 days post-trainingTraining Development & Continuous ImprovementAssist in updating and improving training materials, SOPs, and job aidsContinuously refine onboarding programs based on performance trends and feedbackIdentify gaps in training effectiveness and recommend improvementsSupport rollout of new processes, systems, and client updatesDeliver refresher training and skill-building workshops as neededQualifications3 + Years of Previous training, coaching, teaching, or call center leadership experience preferred Prior answering service, call center, dispatch, or customer service experience strongly preferredExcellent verbal and written communication skillsStrong presentation and public speaking abilitiesAbility to multitask and adapt in a fast-paced environmentStrong organizational and time management skillsComfortable using multiple computer systems and applications simultaneouslyAbility to work independently while also collaborating with leadership teamsPositive attitude with strong interpersonal and relationship-building skillsHigh level of professionalism, patience, and accountabilityPreferred SkillsExperience training remote employees in a virtual environmentExperience with QA/call monitoring and coachingKnowledge of call center metrics and performance expectationsFamiliarity with scheduling, workforce management, or Omni-channel environments is a plusTechnical KnowledgeFamiliarity with contact center KPIs such as:QA scoringAvailability/adherenceService levels (SLA)First Contact Resolution (FCR)Experience working with CRM, ticketing, or call handling systemsComfortable navigating multiple platforms and communication channels (voice, SMS, chat)

Work Environment

Fast-paced answering service/call center environmentMay support both remote and in-office employeesAbility to sit for extended periods and work at a computer throughout the dayFlexible schedule availability may be required depending on training class schedules

Compensation & Benefits

Location: In-office Position at ASC’s Margate, FL Headquarters

Open shifts: Full-Time

Compensation: Starting at $21.63/hr

Benefit Highlights:

Weekly PayPaid TrainingHealth/Dental/Vision & Term LifePTO (Start earning on day one)Employee Assistance Program (Free Training & Development Courses) Childcare Reimbursement up to $375 a monthGym membership reimbursementCompany-sponsored snacksReward and Recognition platform 401kAnd More!Join Our Team

Ready to work for a company that values your talent and hard work? Apply now and take the next step in your career with Answering Service Care.