Onsite Call Center Trainer

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 - https://qualfon.com/join-us/

Responsibilities

Main Objectives and Duties:

1. 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.

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.
• Participates during program evaluation.
• Monitors agent performance as a collaborative effort with the assigned mentor.

5. Reports

• Compiles training 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

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 area of support.
• Prior call center experience is required.