Training Specialist - Onboarding & Curriculum

iQor (branded as iQor CXBPO™); Santa Rosa; On-site; PHP 300,000 - 420,000; Full time

Job summary

iQor CXBPO™ in Laguna, Philippines is seeking a training materials specialist responsible for updating, enhancing and producing training content that aligns with call center service philosophy and business needs.

You will partner with department leaders and management to identify training gaps, conduct new hire and recurrent trainings, and create materials supporting product knowledge, process, and call handling skills.

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

Job description

iQor CXBPO™ in Laguna, Philippines is seeking a training materials specialist responsible for updating, enhancing and producing training content that aligns with call center service philosophy and business needs.

You will partner with department leaders and management to identify training gaps, conduct new hire and recurrent trainings, and create materials supporting product knowledge, process, and call handling skills.