Call Center Training Specialist I

iQor (Philippines), Inc.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

iQor (Philippines), Inc. is seeking a Training Specialist to update, enhance and produce training materials for call center staff, aligning programs with customer service philosophy and business needs.

You will partner with department leaders, conduct new hire and recurrent training, adapt to different learning styles, and work with Quality Assurance to improve curriculums and delivery.

Qualifications

• 1+ years of training experience in a call center.
• Experience creating and delivering training materials.

Responsibilities

• Identify training needs with department leaders for new hires and existing staff.
• Collaborate with management to keep personnel apprised of policies and procedures for a consistent customer experience.
• Conduct new hire classes and prepare training materials and facilities for each class.
• Lead recurrent trainings, meetings and seminars during policy updates.
• Adapt teaching style to diverse learning methods (role plays, simulations, group work).
• Work with QA teams to assess training needs and improve curriculum and delivery.
• Create and maintain training materials for product knowledge, process awareness, system expertise and call handling skills.
• Share best practices across iQor facilities.

Skills

Call center training

Training delivery

Education

High school diploma/GED

Job description

iQor (Philippines), Inc. is seeking a Training Specialist to update, enhance and produce training materials for call center staff, aligning programs with customer service philosophy and business needs.

You will partner with department leaders, conduct new hire and recurrent training, adapt to different learning styles, and work with Quality Assurance to improve curriculums and delivery.