Call Center Trainer

Des Plaines, IL 60018

Posted: 03/06/2019 Industry: Administrative & Office Services Job Number: DC3.6.19 Pay Rate: $42,000-$52,000 + Bonus


  • Monitors inbound and outbound telephone calls within the call center to ensure service meets all quality assurance standards and KPIs
  • Documents customer service quality issues according to company procedures, prepares and presents reports to Call Center Managers
  • Establishes goals and partners with Call Center Managers to communicate performance metrics to call center staff
  • Provides ongoing feedback and coaching to call center staff and conducts compliance audits for quality, accuracy and adherence to standards and procedures
  • Answers phone calls, responds to webchats, and handles call escalations as needed during high volume peaks
  • Works to improve upon all metrics for the call center as a whole and individually through QA, coaching and training
  • Acts as a subject matter and technical expert on company policies, procedures and tools
  • Refines training curriculum and integrates QA observations into group and one-on-one training and coaching sessions • Continually works to assess needs and develop training solutions that can be integrated into existing training modules or in the development of new modules
  • Trains new call center employees on all systems (phone, webchat, etc.) and participates in coaching and training for existing employees


  • High School degree or equivalent, some college preferred
  • Minimum 3 years of experience in a high volume sales call center environment as a QA Specialist & Trainer
  • Experience with Interactive Intelligence, Inc. (ICBM and Admin Version preferred)
  • Experience in sales, financial services or related field desirable
  • Proficiency in Microsoft Office Suite
  • Experience using online chat in a high volume call center
  • Excellent interpersonal, verbal and written communication skills
  • Superior multi-tasking skills with the ability to navigate multiple system applications
  • Bilingual Spanish a plus
  • Must be able to remain seated for long periods of time
  • Experience in developing and building training programs

Dan Clark

SPECIALTIES:  All Office & Human Resources related positions.  

EXPERIENCE:  My area of specialty includes: Direct hire placement, Executive search, Temporary placement, Temporary-to-hire placement and Project recruiting. 

I’M IN THIS BUSINESS BECAUSE:  There’s no better feeling than helping someone realize their goals by assisting them in advancing their career.  I love making that connection!  My goal is to consistently build long lasting relationships with both my clients and my applicants.

CLIENTS CAN COUNT ON ME BECAUSE:  I pride myself on the quality of my work and I truly CARE about their needs.  The better I know them, the better my understanding is as to who would fit their needs.”

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