Call Center Trainer & Content Designer

Coforge; Augusta (GA); On-site; USD 45,000 - 60,000; Full time

Job summary

Coforge in Augusta, GA is hiring a Call Center Trainer with 3+ years of experience to deliver training for new hires and tenured staff, in virtual or on-site settings.

You will develop content, publish performance reports, conduct needs analyses, and collaborate with client stakeholders to ensure compliant, updated processes. Proficiency with MS Office and virtual training platforms is required.

Qualifications

• University/College graduate or equivalent relevant work experience.
• CEFR B2 English proficiency.
• Insurance background a plus.

Responsibilities

• Facilitate training virtual or face to face sessions for new hires and tenured employees.
• Document and publish training performance reports in a timely manner.
• Drive training completion on compliance and developmental courses.
• Conduct training needs analysis on knowledge, skill, and behavior gaps in training classes.
• Evaluate the performance of agents using tools such as assessments, playbook observations, and provide recommendations under the guidance of the Training Supervisor or Training Manager.
• Calibrate with client stakeholders and the quality team to ensure process updates and alignment.
• Design, develop, and implement training content and e-learning including handouts, checklists, manuals, tests/quizzes, presentations, scripts, video, audio, role plays, etc.
• Design and develop learning outcomes assessment activities, including assessment questions, scenarios, and simulations.
• Maintain content in a library of reusable assets such as pictures, video, and templates.
• Complete and pass Coforge Trainer Certification and any program certification required by the client

Skills

Training Delivery

Virtual Training

Adult Learning Theories

Instructional Design

Content Development

Coaching & Feedback

Training Documentation

Stakeholder Management

Compliance Training

Training Reporting

Project Management

Communication Skills

Education

University/College graduate

CEFR B2 English proficiency

Tools

MS Teams

Webex

Zoom

MS Word

PowerPoint

MS Excel

LMS

Job description

Coforge in Augusta, GA is hiring a Call Center Trainer with 3+ years of experience to deliver training for new hires and tenured staff, in virtual or on-site settings.

You will develop content, publish performance reports, conduct needs analyses, and collaborate with client stakeholders to ensure compliant, updated processes. Proficiency with MS Office and virtual training platforms is required.