Responsibilities:

Lead onboarding sessions for new team members and provide structured learning experiences that prepare employees for success in a call center environment.
Deliver continued learning opportunities through refresher courses, individualized coaching, and targeted support for employees who need performance improvement.
Produce and update training resources such as guides, presentations, reference tools, and process materials to keep information clear and current.
Review customer interactions against established quality standards, document findings, and highlight patterns that affect service performance.
Work with supervisors and managers to identify coaching priorities and strengthen employee effectiveness and customer experience results.
Maintain internal knowledge resources, including process documents, frequently asked questions, and operational reference content, to support day-to-day accuracy.
Track participation, completion status, certifications, and learning progress to ensure training programs remain organized and measurable.
Analyze quality and training results, prepare performance reports, and recommend practical improvements based on observed trends and operational needs.
Facilitate coaching discussions, observational learning, and development activities that encourage skill growth and long-term career progression. Requirements
Minimum of 3 years of experience in training, coaching, quality assurance, or employee development within a call center or customer service environment.
High school diploma required; an associate degree is preferred.
Demonstrated ability to lead classroom, virtual, and one-on-one training sessions for new and existing employees.
Strong communication skills with the ability to explain processes clearly in both written documentation and verbal instruction.
Experience creating training materials, job aids, process guides, and other learning documentation.
Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint, as well as familiarity with SharePoint.
Strong analytical, organizational, and problem-solving abilities with the capacity to manage multiple priorities in a fast-paced setting.
Background in quality monitoring, performance evaluations, or knowledge management systems is preferred.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. 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