Call Center Training & Onboarding Lead

iQor (branded as iQor CXBPO™); Mawaque; On-site; PHP 223,200 - 357,120; Full time

Job summary

iQor CXBPO is seeking a Training Specialist to update, enhance, and produce training materials for call center operations in the Philippines. You will identify training needs, develop programs, and deliver classes for new hires and ongoing staff, ensuring alignment with policy and quality standards.

The role requires the ability to adapt teaching methods, coordinate with QA, and maintain confidentiality of information while contributing to a culture of continuous improvement.

Qualifications

• 1+ year of training experience in call center.
• High school diploma or equivalent.
• Must be able to interpret instructions and maintain confidentiality.

Responsibilities

• Identify training needs for new hires and current staff.
• Collaborate with management to align policies with training.
• Lead new hire training classes and prepare training materials.
• Deliver recurrent trainings when policies update.
• Adopt diverse teaching methods (role plays, simulations, group discussions, videos).
• Coordinate with Quality Assurance to assess training gaps and drive curriculum improvements.
• Create and maintain training materials for product knowledge, process awareness, system expertise, and call skills.
• Share best practices with other iQor facilities to ensure consistency.
• Ensure adherence to company policies and confidentiality.

Skills

Training experience

Education

High school diploma

Job description

iQor CXBPO is seeking a Training Specialist to update, enhance, and produce training materials for call center operations in the Philippines. You will identify training needs, develop programs, and deliver classes for new hires and ongoing staff, ensuring alignment with policy and quality standards.

The role requires the ability to adapt teaching methods, coordinate with QA, and maintain confidentiality of information while contributing to a culture of continuous improvement.