Onsite Call Center Trainer

Qualfon Philippines; Irving (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

QUALFON in Irving, TX is seeking an experienced Training Specialist to deliver training programs to new hires onsite. You will answer questions, enforce training standards, and coach trainees to reach performance goals.

The role requires a bachelor’s degree and 3–5 years of related experience, with prior call center exposure preferred. QUALFON emphasizes equal opportunity and structured onboarding processes.

Qualifications

• Bachelor's degree from an accredited four-year college or university; equivalent combination of experience and education may be considered.
• 3–5 years of related experience in training or learning roles.
• Acts as Subject Matter Expert on a specific area of support; prior call center experience required.

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.
• Sets training expectations and overview of the training flow; encourages participation.
• Participates in training design and suggests improvements.
• Identifies training needs and monitors program effectiveness; supports audits and reports.
• Attends calibrations, meetings and conference calls.

Skills

Call center experience

Training delivery

Coaching and mentoring

Education

Bachelor's degree

Job description

OVERVIEW

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

RESPONSIBILITIES

Main Objectives and Duties:

• Delivers training program to New Hires priorendorsement to Nesting.
• Answers all questions in a timely manner.
• Ensures training rules and regulations arestrictlyfollowed.
• Provides coaching on specific areas of thetrainee.

2. Setting of Training Expectations

• Provides overview of the training flowand encourages total participation and interaction.

3. Participation in Training Design

• Suggests new ideas to improve training programsand delivery.

4. Training needs assessment

• Identifies problem or need of the trainees and thetraining program and seeks solutions to improve learning and overall performance.
• Participates during program evaluation.
• Monitors agent performance as a collaborativeeffort with the assigned mentor.

5. Reports

• Compiles training reports.
• Keeps training documents (quizzes, exam linksand manuals) for internal and external audits

6. Meetings and Conferences

• Attends calibrations, meetings and conference calls over the phone.

7. Information Dissemination and Escalation

QUALIFICATIONS

• 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 areaof support.
• Prior call center experience is required.