Call Center Training Specialist I

iQor (branded as iQor CXBPO™); Santa Rosa; On-site; PHP 279,000 - 446,000; Full time

Job summary

iQor CXBPO is seeking a Training Specialist to update, enhance and produce training materials for customer service teams across our call center operations.

The role involves designing and delivering new-hire and recurrent trainings, collaborating with department leaders, and ensuring alignment with policies and quality standards. You will adapt teaching methods to accommodate diverse learners and work with QA to measure impact.

Qualifications

• 1+ years of training experience in a call center.
• Ability to develop training materials and sessions.
• Strong communication and presentation skills.

Responsibilities

• Identify training needs for new hires and existing staff.
• Collaborate with management to align policies with training.
• Conduct new-hire training classes and prepare materials.
• Run recurrent training sessions during policy or procedure updates.
• Adapt teaching styles to accommodate diverse learners.
• Work with QA teams to assess training effectiveness.
• Develop materials for product knowledge, process awareness, system expertise, and call handling.
• Share best practices with other iQor facilities.
• Ensure adherence to company policies, security, health, safety and quality.
• Maintain confidentiality of systems/data.
• Interpret written or oral instructions and assist with rollout of new procedures.
• Support business and call center operations strategy.
• Perform other duties as assigned.

Skills

Training experience

Education

High school diploma or equivalent

Job description

iQor CXBPO is seeking a Training Specialist to update, enhance and produce training materials for customer service teams across our call center operations.

The role involves designing and delivering new-hire and recurrent trainings, collaborating with department leaders, and ensuring alignment with policies and quality standards. You will adapt teaching methods to accommodate diverse learners and work with QA to measure impact.