Operations Trainer

iQor Philippines; Morong; On-site; PHP 300,000 - 540,000; Full time

Job summary

iQor Philippines seeks a training coordinator to update, enhance, and produce training materials for call center operations in Morong, Philippines. You will partner with department leaders, deliver new hire classes, and maintain training facilities.

You will work with QA to assess needs, implement best practices, and ensure employees acquire product knowledge, process awareness, and call handling skills.

Responsibilities

• Identify training needs for new hires and current staff.
• Lead new hire classes and prepare training materials and facilities.
• Update policies and procedures to ensure consistent customer experience.
• Modify teaching style to accommodate diverse learning methods.
• Collaborate with QA to assess training gaps and improve curriculum.

Job description

Responsible for updating, enhancing, and producing training materials, identifying, recommending, and administering ongoing/new training in alignment with call center customer service philosophy and business needs.

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 ever changing policies and procedures to ensure a consistent customer experience. Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class. Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates. Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures). Working with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery. Creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills. Identifies and implements new practices and processes that are “best in field