Trainer I

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

Job summary

iQor is seeking a training materials specialist to update, enhance, and produce training materials aligned with our call center philosophy and business needs. You will identify training gaps, develop programs for new hires and current staff, and deliver both initial and refresher sessions across departments.

The role involves adapting teaching methods to diverse learners, coordinating with QA teams to improve curricula, and maintaining resources that build product knowledge and process

Qualifications

• Responsible for updating, enhancing and producing training materials.
• Identifies, recommends and administers ongoing/new training needs.

Responsibilities

• Partners with department leaders to identify training needs for new hires and existing employees.
• Partners with management to keep personnel updated on changing policies and procedures for consistent customer experience.
• Conducts new hire classes, including preparing all training materials and facilities.
• Conducts recurrent training classes, meetings and seminars during policy/procedure updates.
• Modifies teaching style to accommodate different learning techniques (role play, simulations, group discussions, videos).
• Works with Quality Assurance teams to assess training needs and drive curriculum improvements.
• Creates and maintains training materials for product knowledge, process awareness, system expertise, and call handling.
• Identifies and implements new practices and processes that are “best in field”.

Skills

Training development

Facilitation

Curriculum design

Policy updates

Job description

Location: Talisay City, Negros Occidental

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