Call Center Training Specialist

iQor Philippines; Bacolod; On-site; PHP 279,000 - 469,000; Full time

Job summary

iQor Philippines is seeking a training specialist to update, enhance and produce training materials for our call center staff, ensuring alignment with customer service philosophy and business needs.

You will partner with department leaders to identify training needs for new hires and existing employees, conduct new hire classes, deliver recurrent trainings, adapt methods to diverse learners, and work with Quality Assurance to close gaps and improve curriculum.

Qualifications

• 1+ years of training experience in call center.

Responsibilities

• Partners with department leaders to identify training needs for new hires and existing employees.
• Partners with management team to keep appropriate personnel apprised on policy updates for consistent customer experience.
• Conducts new hire classes and prepares training materials and facilities.
• Delivers recurrent training classes, meetings and seminars during policy or procedure updates.
• Adapts teaching styles for diverse learners (Role Plays, Simulations, Team Exercises, Group Discussion, Videos, Lectures).
• Works with internal Quality Assurance to assess training needs, identify gaps and improve curriculum/delivery.
• Creates and maintains training materials for product knowledge, process awareness, system expertise and call handling skills.
• Identifies and implements best practices and shares them across iQor facilities.
• Ensures adherence to company policies and confidentiality.

Skills

Training experience in call center

Education

High school diploma or equivalent

Job description

iQor Philippines is seeking a training specialist to update, enhance and produce training materials for our call center staff, ensuring alignment with customer service philosophy and business needs.

You will partner with department leaders to identify training needs for new hires and existing employees, conduct new hire classes, deliver recurrent trainings, adapt methods to diverse learners, and work with Quality Assurance to close gaps and improve curriculum.