Trainer I - Call Center

iQor, Inc.; Carmen; On-site; PHP 201,000 - 335,000; Full time

Job summary

iQor, Inc. is seeking a Training Specialist to update and deliver training materials for call center staff. The role involves partnering with department leaders to identify needs, conducting new hire and recurrent trainings, and tailoring methods to diverse learner types.

The trainer will work with QA to assess gaps, create materials, and ensure adherence to policies while maintaining confidentiality of sensitive information. 100% attendance is essential.

Qualifications

• Experience creating training materials and facilitating sessions.
• Ability to adapt training to varied learning styles.
• Strong written and verbal communication skills.

Responsibilities

• Identify training needs with department leaders for new hires and current staff.
• Keep management updated on policy changes to ensure consistent customer experience.
• Conduct new hire training classes and prepare training materials and facilities.
• Lead recurrent trainings, meetings and seminars for policy updates.
• Adapt teaching style for different learning methods (role plays, simulations, group work).
• Collaborate with internal QA to assess training needs and improve curriculum and delivery.
• Create, implement and maintain training materials to develop product knowledge and call handling skills.
• Identify and implement best practices shared across iQor facilities.
• Ensure compliance with company policies including security, health, safety and quality.
• Maintain confidentiality of data and systems information.
• Interpret various instructions and align with call center strategy.
• Perform other duties as assigned.

Skills

Training experience

Education

High school diploma

GED

Trade/Vocational 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.