Onsite Call Center Trainer

Qualfon; Irving (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Qualfon in Irving, TX is seeking an experienced Training Specialist to deliver and facilitate training for new hires, ensuring adherence to training rules and timely answers to questions.

You will coach trainees, set expectations, participate in training design, assess needs, monitor performance with mentors, and compile reports for audits. A BA/BS and 3–5 years of related experience, including call center background, are required.

Qualifications

• Bachelor's degree from an accredited college; 3–5 years of related training experience.
• Prior call center experience is required.
• Equivalent combination of experience and education may be considered.

Responsibilities

• Deliver and facilitate training programs for new hires.
• Ensure training rules and regulations are followed.
• Coach trainees and set training expectations.
• Design and assess training needs; participate in program evaluations.
• Compile training reports and maintain documentation for audits.
• Attend meetings and calibrations with mentor for alignment.

Skills

Training delivery

Facilitation

Coaching

Needs analysis

Training evaluation

Report writing

Education

Bachelor's degree (BA/BS) from an accredited college/university

Job description

This role will require onsite presence at our Irving, TX facility.

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.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https//qualfon.com/join-us/

Main Objectives and Duties

• Training delivery / facilitation
• 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.
• Setting of Training Expectations
• Provides overview of the training flow and encourages total participation and interaction.
• Participation in Training Design
• Suggests new ideas to improve training programs and delivery.
• Training needs assessment
• Identifies problem or need of the trainees and the training program and seeks solutions to improve
• learning and overall performance.
• Participates during program evaluation.
• Monitors agent performance as a collaborative effort with the assigned mentor.
• Reports
• Compiles training reports.
• Keeps training documents (quizzes, exam links and manuals) for internal and external audits
• Meetings and Conferences
• Attends calibrations, meetings and conference calls over the phone.
• Information Dissemination and Escalation
• 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 call center experience is required.