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iQor · 5 hours ago

Technical Trainer

Charlotte, NC

Full-time

Onsite

Entry Level

1+ years exp

iQor is a company focused on enhancing customer service through effective training. They are seeking a Technical Trainer responsible for updating and producing training materials as well as conducting training sessions for new hires and existing employees.

Customer ServiceLogisticsOutsourcingSupply Chain Management

Hiring Manager

Kakia Shelly

Responsibilities

Partners with department leaders to identify training needs for new hires and existing employees

Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience

Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class

Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates

Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures)

Working with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery

Creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills

Identifies and implements new practices and processes that are “best in field"

Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization

Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality)

Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific

Interprets a variety of instructions furnished in written, oral, diagram or schedule form

Understands and embraces the business and call center operations strategic direction

Performs other duties as assigned