Operations Trainer

About the role

We are seeking an Operations Trainer to design and deliver training programs for new hires and existing staff in Collections and Retention. The role focuses on equipping employees with the knowledge, skills, and tools required to achieve operational excellence within iQor’s customer experience services.

Key responsibilities

• Develop and deliver engaging new‑hire, up‑skilling and refresher training sessions for Collections and Retention teams.
• Assess trainee performance through evaluations, coaching and feedback, and identify knowledge gaps.
• Create, update and maintain training materials, presentations and learning resources.
• Collaborate with Operations, Quality and other stakeholders to align training with business objectives.
• Monitor training effectiveness, report results and recommend continuous‑improvement actions.
• Support nesting activities and provide ongoing coaching to newly onboarded employees.
• Ensure all training content complies with company policies, procedures and client requirements.

Required profile

• Minimum 1 year of experience as an Operations Trainer.
• Hands‑on experience in Collections or Retention environments.
• Excellent written and spoken English communication skills.
• Strong presentation, facilitation and coaching abilities.
• Analytical, organized and problem‑solving mindset.
• Passion for learning and developing others in a fast‑paced setting.

Required skills

• Proficiency with Microsoft Office tools – Excel, PowerPoint and Word.