Call Center Trainer

Qualfon; United States; On-site; USD 42,000 - 58,000; Full time

Job summary

Qualfon in Lewisville, TX is seeking an onsite Call Center Trainer to deliver training to new hires and coach agents. The role requires flexibility to cover day and evening shifts and strict adherence to training rules and regulations.

You will design and update training content, answer questions promptly, monitor performance with mentors, and ensure audit-ready documentation and timely communications.

Qualifications

• Bachelor's degree from an accredited four-year college or university.
• 3–5 years of related experience; equivalent combination allowed.
• Prior training experience in a corporate call center.
• Prior consumer banking and lending experience preferred.

Responsibilities

• Delivers training program to New Hires prior endorsement to Nesting.
• Answers all questions in a timely manner.
• Ensures training rules and regulations are strictly followed.
• Provides coaching on specific areas of the trainee.
• Provides overview of the training flow and encourages total participation and interaction.
• Suggests new ideas to improve training programs and delivery.
• Identifies problem or need of the trainees and the training program and seeks solutions to improve learning and overall performance.
• Monitors agent performance as a collaborative effort with the assigned mentor.
• Keeps training documents (quizzes, exam links and manuals) for internal and external audits.
• Attends calibrations, meetings and conference calls over the phone.

Skills

Training experience

Subject matter expert

Banking experience

Education

Bachelor's degree

Job description

This position will require onsite presence at our facility in Lewisville.

The leadership role will also require flexible availability to include both day and evening shifts.

The onsite call center Trainer will be responsible for:

• Delivers training program to New Hires prior endorsement to Nesting
• Answers all questions in a timely manner
• Ensures training rules and regulations are strictly followed
• Provides coaching on specific areas of the trainee

2. Setting of Training Expectations

• Provides overview of the training flow and encourages total participation and interaction

3. Participation in Training Design

• Suggests new ideas to improve training programs and delivery

4. Training needs assessment

• Identifies problem or need of the trainees and the training program and seeks solutions to improve learning and overall performance
• Monitors agent performance as a collaborative effort with the assigned mentor

5. Reports

• Keeps training documents (quizzes, exam links and manuals) for internal and external audits

6. Meetings and Conferences

• Attends calibrations, meetings and conference calls over the phone

7. Information Dissemination and Escalation

Area of expertise (Skills):

• Bachelor's degree (BA or BS) from an accredited four-year college or university and three to five years of related experience. An equivalent combination of experience and education may be considered
• Acts as Subject Matter Experts on a specific area of support
• Prior Training experience in a corporate call center environment is required
• Prior consumer banking and lending experience preferred

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.