Job Description

Job Description

Job Description

Salary: 60,000 yearly

Job Summary:

NexGen Virtual Office is seeking a Corporate Trainer to lead internal and external training programs on our SaaS platform, call center operations, and quality assurance best practices . This role will be responsible for training employees, clients, and business partners to ensure seamless adoption of NexGen Virtual Offices virtual business communication platform . The ideal candidate is a dynamic facilitator with a passion for technology-driven training, customer service excellence, and process improvement .

Key Responsibilities:

1. Training Program Development & Facilitation

• Design and deliver comprehensive training programs for internal employees, call center agents, business clients, and external partners .
• Develop training content covering:
  • SaaS platform onboarding (features, functionalities, user interface)
  • Call center operations & customer service excellence
  • Quality assurance metrics, coaching, and compliance
  • Performance management & analytics tools
• Conduct live virtual training, in-person workshops, webinars, and self-paced e-learning .
• Create engaging training materials , including user guides, step-by-step tutorials, FAQs, and knowledge base articles .

2. SaaS Software Training & Adoption

• Train internal teams, clients, and partners on NexGen Virtual Offices SaaS platform , including:
  • Collaboration tools, real-time analytics, and performance tracking
  • Virtual office management and remote workforce optimization
  • Customization for different industries and business needs
• Provide client onboarding sessions to ensure smooth software adoption.
• Collaborate with the Product, Sales, and Customer Support teams to integrate software updates into training programs.
• Develop train-the-trainer programs for clients who need to train their own employees.

3. Quality Assurance & Performance Improvement

• Work closely with QA and Operations teams to improve agent performance and customer interactions.
• Conduct call monitoring, coaching sessions, and performance feedback training for call center employees and clients.
• Implement QA evaluation frameworks to maintain high service quality across teams.
• Train teams on handling escalations, compliance guidelines, and customer engagement strategies .

4. Internal & External Client Training Support

• Train internal employees (customer support, sales, IT) on software updates and process improvements.
• Train external clients on optimizing their use of NexGen Virtual Office for remote, hybrid, and on-premise teams .
• Offer post-training support, refresher courses, and troubleshooting guidance .
• Collect feedback from users to refine training programs and enhance learning retention .

5. Evaluation & Continuous Improvement

• Measure training effectiveness using KPIs, customer satisfaction scores, software adoption rates, and performance improvement metrics .
• Conduct post-training assessments, surveys, and skill evaluations .
• Stay updated on industry best practices, call center innovations, and SaaS training trends .
• Partner with HR, Operations, Sales, and Customer Success teams to align training with business goals.

6. Compliance & Best Practices

• Ensure training content aligns with company policies, industry regulations, and data security standards (PCI, HIPAA, GDPR if applicable).
• Train teams on privacy best practices, data handling, and secure communication guidelines .

Qualifications & Skills:

Experience:

• 3-5 years of experience in corporate training, SaaS product training, call center operations, or quality assurance .
• Experience training both internal employees and external clients on SaaS platforms and call center technologies.

Technical & Soft Skills:

• Strong SaaS software training and customer onboarding experience .
• Expertise in call center metrics, QA best practices, and service excellence strategies .
• Proficiency in e-learning platforms, Learning Management Systems (LMS), and digital training tools .
• Excellent presentation, facilitation, and coaching skills for diverse learners.
• Ability to translate complex technical software features into simple, user-friendly training .
• Strong problem-solving and analytical skills to identify skill gaps and implement effective training solutions.
• Proficiency in Microsoft Office, Google Suite, and collaboration tools (Zoom, Teams, Slack, etc.) .

Education & Certifications:

• Bachelor's degree in Business, Communications, Education, IT, or a related field (preferred).
• Certifications in Corporate Training, SaaS Training, or Call Center Quality Assurance are a plus.

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