Job description

This position will require on-site presence at our facility in the Detroit metropolitan area.

Qualfon’s mission is to help as many people as possible pursue their total vocation—as individuals and as members of society—by creating an ever-growing number of job opportunities as we strive to become the outsourcer of choice for our clients!

What we offer:

• All team members can further their education and earn a college degree through the Qualfon University program
• We lead by example to ensure our fantastic team members and supervisors embrace and live the Qualfon Mission & Values
• Team members have FREE access to personal and professional support through the Qualfon coach program
• Competitive wages
• Opportunities to earn additional income through incentives
• Qualfon is dedicated to ensuring all team members have Fun@Work!

Main Objectives and Duties:

1. Training delivery / facilitation

• Delivers training program to New Hires prior to 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

Area of expertise (Skills):

• Bachelor's degree (BA or BS) from an accredited four-year college or university and/or 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 call center and customer service experience required
• At least one year of Supervisory experience preferred

About Qualfon:

Qualfon is a full-service, mission-driven business process outsourcing (BPO) provider offering full customer lifecycle management capabilities including lead generation, end-to-end integrated marketing solutions, digital lead generation, multichannel customer engagement, print and fulfillment solutions. Qualfon helps companies reduce costs and deliver remarkable customer experiences along every point of the customer journey. Approximately 14,000 employees serve international brands across many industries, and its intelligent outsourcing locations span the United States, the Philippines, Guyana, Colombia, Mexico, Costa Rica and India. Qualfon practices its mission to “be the best and make each person’s life better,” by investing in its clients, clients’ customers and employees on an individual, personalized basis. We deliver on this promise through our propriety Mission 360 methodology and operating platform.

Job Type: Full-time

Pay: Up to $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Highland Park, MI 48203: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 3 years (Required)
• Training & development: 3 years (Required)
• Leadership: 1 year (Preferred)
• Call center: 1 year (Required)

Work Location: Hybrid remote in Highland Park, MI 48203

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