Trainer 1

1 day ago

Clark Freeport Zone Pampanga, Philippines iQor (Philippines), Inc. Full time ₱600,000 - ₱1,200,000 per year

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".
  • Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
  • Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
  • Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
  • Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
  • Understands and embraces the business and call center operations strategic direction.
  • Performs other duties as assigned.

Skills Requirements:

  • 1 or more years of training experience in call center.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Consistent attendance is an essential function of the job.

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