Call Center Training Specialist

iQor; Santa Rosa; On-site; PHP 223,000 - 357,000; Full time

Job summary

iQor in the Philippines is seeking a Training Specialist to update, enhance, and produce training materials aligned with our customer service philosophy and business needs. You will lead training initiatives across squads and work closely with department leaders to address evolving policies.

You will conduct new hire sessions and recurrent trainings, adapt teaching methods to diverse learners, and collaborate with Quality Assurance to close training gaps.

Qualifications

• 1+ years of training experience in a call center.
• Strong classroom facilitation skills.
• Ability to adapt training for different learning styles.

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 ongoing policies and procedures to ensure a consistent customer experience.
• Conducts new hire classes on a regular basis, including preparation of materials and facilities for each class.
• Conducts recurrent training classes, meetings, and seminars during policy/procedure updates.
• Modifies teaching styles to accommodate different learning techniques.
• Works with Quality Assurance teams to assess training needs and improve curriculum and delivery.
• Creates, implements, and maintains training materials for product knowledge, process awareness, and call handling skills.
• Identifies and implements best practices across the organization.
• Shares knowledge with other iQor facilities to ensure consistency of excellence.
• Ensures 100% adherence to company policies and procedures (Security, Health, Safety, Quality).
• Maintains discretion and confidentiality of systems, data, and proprietary information.
• Interprets instructions in various formats and understands call center strategy.
• Understands and embraces the business and call center operations direction.
• Performs other duties as assigned.

Skills

Call center training

Education

High school diploma

Job description

iQor in the Philippines is seeking a Training Specialist to update, enhance, and produce training materials aligned with our customer service philosophy and business needs. You will lead training initiatives across squads and work closely with department leaders to address evolving policies.

You will conduct new hire sessions and recurrent trainings, adapt teaching methods to diverse learners, and collaborate with Quality Assurance to close training gaps.