Trainer I - Call Center

iQor; Dadri; Vor Ort; INR 300.000 - 600.000; Vollzeit

Zusammenfassung

iQor is seeking a training materials specialist to update, enhance, and produce learning content aligned with call center customer service philosophies and business needs. The role involves developing and conducting new hire and ongoing training sessions, while collaborating with department leaders and QA teams to continuously improve the curriculum.

The ideal candidate will design materials that cover product knowledge, process awareness, and call handling skills, adapting teaching methods to

Qualifikationen

• Experience identifying training needs for new hires and existing staff.
• Ability to design and update training materials and curricula.
• Strong facilitation skills for new hire and ongoing sessions.
• Collaborates with QA teams to assess training impact and drive improvements.

Aufgaben

• Partners with department leaders to identify training needs for new hires and existing employees.
• Partners with management to keep personnel updated on policies and procedures to ensure a consistent customer experience.
• Conducts new hire classes, including preparation of training materials and facilities.
• Conducts recurrent training classes, meetings, and seminars during policy/procedure updates.
• Modifies teaching style for different learning techniques (role plays, simulations, group discussions, videos).
• Works with internal QA teams to assess training needs, identify gaps, and drive curriculum improvements.
• Creates and maintains training materials for product knowledge, process awareness, system expertise, and call handling skills.
• Identifies and implements best practices in training.

Kenntnisse

Curriculum design

Training delivery

Adult learning principles

Stakeholder collaboration

Jobbeschreibung

Job Summary:

Responsible for updating, enhancing and producing training materials, identifying, recommending and administering ongoing/new training in alignment with call center customer service philosophy and business needs

Responsibilities:

• Partners with department leaders to identify training needs for new hires and existing employees
• Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience.
• Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.
• Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates.
• Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures).
• Working with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery.
• Creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills.
• Identifies and implements new practices and processes that are best in field\