Operations Trainer

At iQor, we're looking for a motivated and experienced Operations Trainer to join our growing team. Experience in Collections or Retention is required. If you're passionate about developing talent, delivering engaging training sessions, and driving operational excellence, we'd love to hear from you.

About iQor

iQor CXBPO™ is a trusted partner in intelligent customer experience solutions for global brands and a portfolio company of Mill Point Capital. With 45,000 employees across 11 countries, iQor combines three decades of expertise with AI-driven innovation to optimize performance across the entire customer lifecycle.

About the Role

As an Operations Trainer, you will be responsible for delivering new hire and refresher training programs, ensuring employees are equipped with the knowledge, skills, and tools needed to succeed in Collections and Retention operations. You will work closely with Operations and Quality teams to improve employee performance and support continuous learning initiatives.

Key Responsibilities

• Deliver engaging new hire, upskilling, and refresher training sessions.
• Assess trainees performance through evaluations, coaching, and feedback.
• Identify knowledge gaps and develop action plans to improve performance.
• Create, update, and maintain training materials and learning resources.
• Collaborate with Operations, Quality, and other stakeholders to ensure training aligns with business objectives.
• Monitor training effectiveness and provide recommendations for continuous improvement.
• Support nesting activities and provide ongoing coaching to new employees.
• Ensure all training content complies with company policies, procedures, and client requirements.

Qualifications

• Minimum 1 year of experience as an Operations Trainer.
• Experience in Collections or Retention is required.
• Excellent English communication skills (written and spoken).
• Strong presentation, facilitation, and coaching skills.
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word).
• Strong analytical, organizational, and problem-solving abilities.
• Passion for learning and developing others in a fast-paced environment.