Training Specialist, Call Center & Product Knowledge

iQor, Inc.; Iloilo; On-site; PHP 240,000 - 480,000; Full time

Job summary

iQor in Iloilo, Philippines, is hiring for a role focused on updating, enhancing, and producing training materials aligned with call center customer service goals. You will identify training needs, prepare materials, and deliver new-hire and ongoing training to ensure consistent customer experiences.

The position emphasizes adapting teaching styles to diverse learners, collaborating with QA teams, and driving improvements to curriculum and delivery of product knowledge and processes.

Qualifications

• Experience in designing and delivering training programs.
• Ability to assess training needs and align with business goals.
• Strong facilitation and communication skills.
• Familiarity with modern training methods and multimedia tools.

Responsibilities

• Partners with department leaders to identify training needs for new hires and existing employees.
• Partners with management team to keep appropriate personnel apprised 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.
• 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”

Job description

iQor in Iloilo, Philippines, is hiring for a role focused on updating, enhancing, and producing training materials aligned with call center customer service goals. You will identify training needs, prepare materials, and deliver new-hire and ongoing training to ensure consistent customer experiences.

The position emphasizes adapting teaching styles to diverse learners, collaborating with QA teams, and driving improvements to curriculum and delivery of product knowledge and processes.