Trainer I - Call Center - #116726

iQor; Santa Rosa; On-site; PHP 223,000 - 357,000; Full time

Job summary

iQor in the Philippines is seeking a Training Specialist to update, enhance, and produce training materials aligned with our customer service philosophy and business needs. You will lead training initiatives across squads and work closely with department leaders to address evolving policies.

You will conduct new hire sessions and recurrent trainings, adapt teaching methods to diverse learners, and collaborate with Quality Assurance to close training gaps.

Qualifications

• 1+ years of training experience in a call center.
• Strong classroom facilitation skills.
• Ability to adapt training for different learning styles.

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 ongoing policies and procedures to ensure a consistent customer experience.
• Conducts new hire classes on a regular basis, including preparation of materials and facilities for each class.
• Conducts recurrent training classes, meetings, and seminars during policy/procedure updates.
• Modifies teaching styles to accommodate different learning techniques.
• Works with Quality Assurance teams to assess training needs and improve curriculum and delivery.
• Creates, implements, and maintains training materials for product knowledge, process awareness, and call handling skills.
• Identifies and implements best practices across the organization.
• Shares knowledge with other iQor facilities to ensure consistency of excellence.
• Ensures 100% adherence to company policies and procedures (Security, Health, Safety, Quality).
• Maintains discretion and confidentiality of systems, data, and proprietary information.
• Interprets instructions in various formats and understands call center strategy.
• Understands and embraces the business and call center operations direction.
• Performs other duties as assigned.

Skills

Call center training

Education

High school diploma

Job description

Posted Date: 10/08/2026

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.

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.