Onsite Learning & Development Specialist (Call Center)

Qualfon - Highland Park, MI

Full-time

Highland Park, MI

Professional, Scientific, and Technical Services

About the position

The Learning & Development Specialist (Trainer) position at QUALFON is a critical role that requires onsite presence at our facility in the Detroit metro area. This position is primarily responsible for delivering training programs to new hires before they transition to the nesting phase. The trainer will ensure that all training rules and regulations are strictly adhered to while providing timely answers to any questions trainees may have. The role involves not only the delivery of training but also coaching trainees on specific areas where they may need improvement. In addition to training delivery, the specialist will set clear training expectations by providing an overview of the training flow and encouraging full participation and interaction among trainees. The trainer will also play a vital role in the design of training programs by suggesting new ideas to enhance the training experience and delivery methods. A key responsibility of this position is conducting training needs assessments. The trainer will identify any problems or needs of the trainees and the training program itself, seeking solutions to improve learning outcomes and overall performance. This includes participating in program evaluations and monitoring agent performance in collaboration with assigned mentors. The trainer will be responsible for compiling training reports and maintaining training documents, such as quizzes, exam links, and manuals, for both internal and external audits. Additionally, the trainer will attend calibrations, meetings, and conference calls to ensure alignment and communication across the training team. QUALFON is committed to providing equal employment opportunities to all employees and applicants, ensuring a diverse and inclusive workplace.

Responsibilities

• Deliver training programs to new hires prior to endorsement to nesting.
• Answer all questions from trainees in a timely manner.
• Ensure training rules and regulations are strictly followed.
• Provide coaching on specific areas of the trainee's performance.
• Set clear training expectations and encourage total participation and interaction.
• Suggest new ideas to improve training programs and delivery methods.
• Identify problems or needs of the trainees and the training program and seek solutions to improve learning and overall performance.
• Participate in program evaluations and monitor agent performance collaboratively with assigned mentors.
• Compile training reports and maintain training documents for audits.
• Attend calibrations, meetings, and conference calls.

Requirements

• Bachelor's degree (BA or BS) from an accredited four-year college or university.
• Three to five years of related experience in training or a similar role.
• Acts as Subject Matter Expert in a specific area of support.
• Prior consumer banking and lending experience preferred.