A Trainer ensures voice teams consistently meet and exceed client expectations by converting process documentation into engaging learning experiences, rapidly developing agent competence, and sustaining performance through continuous coaching and curriculum improvement. This role combines instructional design, data-driven needs analysis, hands-on coaching, and partnership with process owners to drive measurable improvements in quality, productivity, and client satisfaction.

Responsibilities:

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
• Monitors and completes daily attendance tracking during the entire process training until nesting
• Formulates effective activities, exercises or assessments for learning improvement
• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement ...