Trainer I

iQor; Santa Rosa; On-site; PHP 240,000 - 420,000; Full time

Job summary

iQor is seeking an instructional trainer to update and deliver training for call center staff in the Laguna/Santa Rosa area in the Philippines. The role involves developing and maintaining training materials, conducting new hire sessions, and providing ongoing training to ensure a consistent customer experience.

You will collaborate with department leaders to identify training needs and align programs with policy changes.

Qualifications

• 1+ years of training experience in call center settings.
• Ability to adapt to different learning styles and deliver engaging training.

Responsibilities

• Update, enhance and produce training materials aligned with customer service standards.
• Conduct new hire and recurrent training classes and prepare materials and facilities.
• Partner with department leaders to identify training needs and ensure consistent customer experience.
• Assess training needs with QA teams and drive improvements to curriculum and delivery.
• Create and maintain materials for product knowledge, process awareness and call handling skills.
• Share best practices across iQor facilities and ensure adherence to policies.

Skills

Training experience in call center

Education

High school diploma / GED / trade certificate

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".
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 1 or more years of training experience in call center.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Consistent attendance is an essential function of the job.