Call Center Training Specialist

iQor, Inc.; Carmen; On-site; PHP 201,000 - 335,000; Full time

Job summary

iQor, Inc. is seeking a Training Specialist to update and deliver training materials for call center staff. The role involves partnering with department leaders to identify needs, conducting new hire and recurrent trainings, and tailoring methods to diverse learner types.

The trainer will work with QA to assess gaps, create materials, and ensure adherence to policies while maintaining confidentiality of sensitive information. 100% attendance is essential.

Qualifications

• Experience creating training materials and facilitating sessions.
• Ability to adapt training to varied learning styles.
• Strong written and verbal communication skills.

Responsibilities

• Identify training needs with department leaders for new hires and current staff.
• Keep management updated on policy changes to ensure consistent customer experience.
• Conduct new hire training classes and prepare training materials and facilities.
• Lead recurrent trainings, meetings and seminars for policy updates.
• Adapt teaching style for different learning methods (role plays, simulations, group work).
• Collaborate with internal QA to assess training needs and improve curriculum and delivery.
• Create, implement and maintain training materials to develop product knowledge and call handling skills.
• Identify and implement best practices shared across iQor facilities.
• Ensure compliance with company policies including security, health, safety and quality.
• Maintain confidentiality of data and systems information.
• Interpret various instructions and align with call center strategy.
• Perform other duties as assigned.

Skills

Training experience

Education

High school diploma

GED

Trade/Vocational certificate

Job description

iQor, Inc. is seeking a Training Specialist to update and deliver training materials for call center staff. The role involves partnering with department leaders to identify needs, conducting new hire and recurrent trainings, and tailoring methods to diverse learner types.

The trainer will work with QA to assess gaps, create materials, and ensure adherence to policies while maintaining confidentiality of sensitive information. 100% attendance is essential.