Training Specialist

hace 3 semanas

Medellín, Antioquia, Colombia iQor A tiempo completo

Job Overview:

As a key member of our team, the Training Specialist will play a crucial role in enhancing and producing training materials, while identifying and administering ongoing/new training in alignment with our call center customer service philosophy and business needs.

Responsibilities:

  1. Partner with department leaders to identify training needs for new hires and existing employees.
  2. Collaborate with the management team to ensure a consistent customer experience by keeping appropriate personnel apprised of ever-changing policies and procedures.
  3. Conduct new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.
  4. Lead recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates.
  5. Adapt teaching styles to accommodate diverse learning techniques, including role-playing exercises, simulations, team exercises, group discussions, videos, and lectures.
  6. Work closely with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery.
  7. Create, implement, and maintain training materials required for product knowledge, process awareness, system expertise, and call handling skills.
  8. Identify and implement best-in-field practices.
  9. Share knowledge and information with other iQor facilities to ensure best practices are shared throughout the organization.
  10. Maintain adherence to all company policies and procedures, including Security, Health, Safety, and Quality.
  11. Ensure discretion and confidentiality in all areas, including systems, data, and proprietary information.
  12. Interpret various instructions in written, oral, diagram, or schedule form.
  13. Understand and embrace the business and call center operations strategic direction.
  14. Perform other duties as assigned.

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