Trainer I

iQor; Talisay; On-site; PHP 201,000 - 312,000; Full time

Job summary

iQor in the Philippines Iloilo is seeking a Training Materials Developer to update and produce training content aligned with call center customer service philosophy and business needs. You will partner with department leaders, conduct new-hire and recurrent trainings, and tailor methods to diverse learners, delivering effective programs and maintaining training materials.

Join a team focused on continuous improvement and best-practice sharing across facilities, with emphasis on security,

Qualifications

• 1+ year of training experience in a call center
• Experience in creating and delivering training materials and sessions
• Ability to adapt teaching styles to varied learner needs

Responsibilities

• Develop, update and produce training materials in alignment with call center philosophy
• Conduct new hire training sessions and recurrent trainings
• Collaborate with department leaders to identify training needs and communicate policy updates

Skills

Training experience in call center

Education

High school diploma or equivalent

Job description

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

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.