What are the responsibilities and job description for the Onsite Call Center Trainer position at Qualfon?
Job Summary
This position will require onsite presence at our facility in the Detroit metro area.
The leadership role will also require flexible availability between the hours of 7 AM and 1 AM along with potential weekend availability based on business need.
The onsite call center Learning & Development Specialist (Trainer) will be responsible for:
Voluntary Self-Identification of Disability Form
Area of expertise (Skills)
This position will require onsite presence at our facility in the Detroit metro area.
The leadership role will also require flexible availability between the hours of 7 AM and 1 AM along with potential weekend availability based on business need.
The onsite call center Learning & Development Specialist (Trainer) will be responsible for:
- 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
Voluntary Self-Identification of Disability Form
Area of expertise (Skills)
- 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 Training experience in a corporate call center environment is required
- Prior consumer banking and lending experience preferred
