Onsite Call Center Trainer
ID
2025-36513
Category
Management
Location : Address
13700 Oakland Avenue
Posting Location : City
Highland Park
Posting Location : State/Province
MI
Posting Location : Country
US
Location : Postal Code
48203
Position Type
Full-Time
Remote
No
Overview
This Learning & Development Specialist (Trainer) role will require onsite presence at our facility in the Detroit metro area.
The leadership opportunity will also require flexible availability between the hours of 7 AM and 1 AM along with potential weekend availability based on business need.
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.
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/
Responsibilities
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
Qualifications
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
