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Onsite Call Center Trainer

4 months ago

Highland Park, Illinois, United States Qualfon Full time
Job Summary

This position will require onsite presence at our facility in the Detroit metropolitan area.

The onsite call center Trainer will be responsible for:

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

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.

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
  • Current licensed Property & Casualty (P&C) experience is preferred but not required
  • Prior banking experience preferred