Corporate Trainer – Call Center, Quality Assurance & SaaS Training

Job Summary:

NexGen Virtual Office is seeking a Corporate Trainer to lead internal and external training programs on our SaaS platform, call center operations, and quality assurance best practices. This role will be responsible for training employees, clients, and business partners to ensure seamless adoption of NexGen Virtual Office’s virtual business communication platform. The ideal candidate is a dynamic facilitator with a passion for technology-driven training, customer service excellence, and process improvement.

Key Responsibilities:

1. Training Program Development & Facilitation

• Design and deliver comprehensive training programs for internal employees, call center agents, business clients, and external partners.
• Develop training content covering:
  • SaaS platform onboarding (features, functionalities, user interface)
  • Call center operations & customer service excellence
  • Quality assurance metrics, coaching, and compliance
  • Performance management & analytics tools
• Conduct live virtual training, in-person workshops, webinars, and self-paced e-learning.
• Create engaging training materials, including user guides, step-by-step tutorials, FAQs, and knowledge base articles.

2. SaaS Software Training & Adoption

• Train internal teams, clients, and partners on NexGen Virtual Office’s SaaS platform, including:
  • Collaboration tools, real-time analytics, and performance tracking
  • Virtual office management and remote workforce optimization
  • Customization for different industries and business needs
• Provide client onboarding sessions to ensure smooth software adoption.
• Collaborate with the Product, Sales, and Customer Support teams to integrate software updates into training programs.
• Develop train-the-trainer programs for clients who need to train their own employees.

3. Quality Assurance & Performance Improvement

• Work closely with QA and Operations teams to improve agent performance and customer interactions.
• Conduct call monitoring, coaching sessions, and performance feedback training for call center employees and clients.
• Implement QA evaluation frameworks to maintain high service quality across teams.
• Train teams on handling escalations, compliance guidelines, and customer engagement strategies.

4. Internal & External Client Training Support

• Train internal employees (customer support, sales, IT) on software updates and process improvements.
• Train external clients on optimizing their use of NexGen Virtual Office for remote, hybrid, and on-premise teams.
• Offer post-training support, refresher courses, and troubleshooting guidance.
• Collect feedback from users to refine training programs and enhance learning retention.

5. Evaluation & Continuous Improvement

• Measure training effectiveness using KPIs, customer satisfaction scores, software adoption rates, and performance improvement metrics.
• Conduct post-training assessments, surveys, and skill evaluations.
• Stay updated on industry best practices, call center innovations, and SaaS training trends.
• Partner with HR, Operations, Sales, and Customer Success teams to align training with business goals.

6. Compliance & Best Practices

• Ensure training content aligns with company policies, industry regulations, and data security standards (PCI, HIPAA, GDPR if applicable).
• Train teams on privacy best practices, data handling, and secure communication guidelines.

Qualifications & Skills:

✅ Experience:

• 3-5 years of experience in corporate training, SaaS product training, call center operations, or quality assurance.
• Experience training both internal employees and external clients on SaaS platforms and call center technologies.

✅ Technical & Soft Skills:

• Strong SaaS software training and customer onboarding experience.
• Expertise in call center metrics, QA best practices, and service excellence strategies.
• Proficiency in e-learning platforms, Learning Management Systems (LMS), and digital training tools.
• Excellent presentation, facilitation, and coaching skills for diverse learners.
• Ability to translate complex technical software features into simple, user-friendly training.
• Strong problem-solving and analytical skills to identify skill gaps and implement effective training solutions.
• Proficiency in Microsoft Office, Google Suite, and collaboration tools (Zoom, Teams, Slack, etc.).

✅ Education & Certifications:

• Bachelor's degree in Business, Communications, Education, IT, or a related field (preferred).
• Certifications in Corporate Training, SaaS Training, or Call Center Quality Assurance are a plus.