Customer Care Center Trainer – Remote U.S/CAN

Sonova Group; Ottawa; Remote; CAD 102,000 - 128,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Paid Time Off

Paid Holidays

Employee Assistance Program

Job summary

Sonova is seeking a Contact CareCenter Trainer to develop, coach, and elevate performance for our North American contact centers across the United States, Canada, and BPO partners. This role focuses on onboarding, ongoing agent development, and performance improvement through training and coaching programs.

The ideal candidate will be an engaging facilitator with strong communication, an ability to build targeted development plans, and experience in a fast-paced call center environment.

Qualifications

• Associate's or Bachelor's Degree preferred, or equivalent professional experience.
• Minimum 2 years of call center training, coaching, or learning and development experience.
• Minimum 3 years of call center, contact center, or customer service experience.

Responsibilities

• Facilitate new hire onboarding programs for call center agents.
• Deliver instructor-led, virtual, and self-paced training programs.
• Develop and maintain training materials, job aids, scripts, and learning content.
• Ensure training consistency across internal teams and BPO partners.
• Support onboarding: new technologies, systems, and operational processes.

Skills

Presentation skills

Facilitation

Coaching

Verbal and written communication

Training materials development

Organizational skills

Analytical skills

Problem solving

MS Office

Microsoft Teams

Virtual training platforms

Education

Associate's or Bachelor's Degree

Tools

MS Office Suite

Microsoft Teams

Virtual training platforms

Job description

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Remote, United States

Customer Care Center Trainer - Remote U.S/CAN

165774

Contact CareCenter Trainer- AudioNova – A Sonova Brand

Department: Patient Revenue Operations & Conversions
Reports To: Support Services Manager
Location: Remote (United States or Canada)
Employment Type: Full-Time

Base Salary: $72,000 - $90,000 + 10% Yearly Performance Incentive

About AudioNova

At AudioNova, our mission is to connect every patient to hearing care through exceptional service and seamless access. We are transforming our North American Contact Center into a patient-focused, omnichannel engagement center that helps patients schedule care, access support, and experience the delight of hearing without limitations.

We are seeking a passionate and results-driven Contact CareCenter Trainer to develop, coach, and elevate the performance of our contact center teams across the United States, Canada, and BPO partners.

Position Summary

The Contact CareCenter Trainer is responsible for onboarding new employees, facilitating ongoing agent development, and driving performance improvement through effective training and coaching programs. This role works closely with Operations, Quality Assurance, Workforce Management, Marketing, and Leadership to ensure agents are equipped with the skills, knowledge, and confidence needed to deliver exceptional patient experiences while achieving business objectives.

The ideal candidate is an engaging facilitator, strong communicator, and experienced coach who thrives in a fast-paced call center environment.

Key Responsibilities

Training & Onboarding

• Facilitate new hire onboarding programs for call center agents.
• Deliver instructor-led, virtual, and self-paced training programs.
• Develop and maintain training materials, job aids, scripts, and learning content.
• Ensure training consistency across internal teams and BPO partners.
• Support onboarding: new technologies, systems, and operational processes.

Coaching & Performance Development

• Conduct individual and group coaching sessions.
• Identify performance gaps through QA evaluations, KPI reviews, and leadership feedback.
• Create targeted development plans for underperforming agents.
• Facilitate refresher training and continuous learning programs.
• Support leadership coaching initiatives and skill-building workshops.

Quality & Continuous Improvement

• Partner with QA to identify call trends and improvement opportunities.
• Utilize call recordings, evaluations, transcripts, and patient feedback to enhance training programs.
• Participate in calibration sessions to ensure quality standards are maintained.
• Monitor training effectiveness and recommend process improvements.
• Support compliance and adherence to company policies and procedures.

Cross-Functional Collaboration

• Partner with Operations, QA, Workforce Management, Marketing, IT, and BPO partners.
• Assist with adoption of new systems, CRM enhancements, AI capabilities, IVR, and operational initiatives.
• Support change management and transformation efforts across the organization.
• Participate in special projects and business improvement initiatives.

Required Qualifications

• Associate's or Bachelor's Degree preferred, or equivalent professional experience.
• Minimum 2 years of call center training, coaching, or learning and development experience.
• Minimum 3 years of call center, contact center, or customer service experience.
• Strong presentation, facilitation, and coaching skills.
• Excellent verbal and written communication abilities.
• Experience creating training materials and facilitating employee development programs.
• Proficiency in Microsoft Office Suite, Microsoft Teams, and virtual training platforms.
• Strong organizational, analytical, and problem-solving skills.

Preferred Qualifications

• Bilingual in Spanish or French is a plus
• Experience in healthcare, hearing care, patient access, scheduling, or medical call center environments.
• Experience working with QA programs and performance improvement initiatives.
• Knowledge of CRM and contact center platforms.
• Experience supporting remote and hybrid teams.
• Experience supporting outsourced or BPO teams.

Key Performance Indicators (KPIs)

• Success in this role may be measured by:
• Schedule Rate
• Appointment Show-Up Rate
• Conversion Rate
• Quality Scores
• Training Completion Rates
• Speed to Proficiency
• Employee Retention
• Coaching Completion Rates
• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• Employee Engagement Scores

Eligible for annual performance-based incentive opportunities tied to individual and organizational performance.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Employee Assistance Program

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.