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Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, 

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Remote, United States

Customer Care Center Trainer - Remote U.S/CAN

165774

Contact Care Center Trainer - AudioNova – A Sonova Brand 

Department: Patient Revenue Operations & Conversions 
Reports To: Support Services Manager 
Location: Remote (United States or Canada) 
Employment Type: Full-Time 

Base Salary: $72,000 - $90,000 + 10% Yearly Performance Incentive  

 

About AudioNova 

At AudioNova, our mission is to connect every patient to hearing care through exceptional service and seamless access. We are transforming our North American Contact Center into a patient-focused, omnichannel engagement center that helps patients schedule care, access support, and experience the delight of hearing without limitations. 

We are seeking a passionate and results-driven Contact Care Center Trainer to develop, coach, and elevate the performance of our contact center teams across the United States, Canada, and BPO partners. 

 

Position Summary 

The Contact Care Center Trainer is responsible for onboarding new employees, facilitating ongoing agent development, and driving performance improvement through effective training and coaching programs. This role works closely with Operations, Quality Assurance, Workforce Management, Marketing, and Leadership to ensure agents are equipped with the skills, knowledge, and confidence needed to deliver exceptional patient experiences while achieving business objectives. 

The ideal candidate is an engaging facilitator, strong communicator, and experienced coach who thrives in a fast-paced call center environment. 

 

Key Responsibilities 

Training & Onboarding 

  • Facilitate new hire onboarding programs for call center agents. 

  • Deliver instructor-led, virtual, and self-paced training programs. 

  • Develop and maintain training materials, job aids, scripts, and learning content. 

  • Ensure training consistency across internal teams and BPO partners. 

  • Support onboarding: new technologies, systems, and operational processes. 

Coaching & Performance Development 

  • Conduct individual and group coaching sessions. 

  • Identify performance gaps through QA evaluations, KPI reviews, and leadership feedback. 

  • Create targeted development plans for underperforming agents. 

  • Facilitate refresher training and continuous learning programs. 

  • Support leadership coaching initiatives and skill-building workshops. 

Quality & Continuous Improvement 

  • Partner with QA to identify call trends and improvement opportunities. 

  • Utilize call recordings, evaluations, transcripts, and patient feedback to enhance training programs. 

  • Participate in calibration sessions to ensure quality standards are maintained. 

  • Monitor training effectiveness and recommend process improvements. 

  • Support compliance and adherence to company policies and procedures. 

Cross-Functional Collaboration 

  • Partner with Operations, QA, Workforce Management, Marketing, IT, and BPO partners. 

  • Assist with adoption of new systems, CRM enhancements, AI capabilities, IVR, and operational initiatives. 

  • Support change management and transformation efforts across the organization. 

  • Participate in special projects and business improvement initiatives. 

 

Required Qualifications 

  • Associate's or Bachelor's Degree preferred, or equivalent professional experience. 

  • Minimum 2 years of call center training, coaching, or learning and development experience. 

  • Minimum 3 years of call center, contact center, or customer service experience. 

  • Strong presentation, facilitation, and coaching skills. 

  • Excellent verbal and written communication abilities. 

  • Experience creating training materials and facilitating employee development programs. 

  • Proficiency in Microsoft Office Suite, Microsoft Teams, and virtual training platforms. 

  • Strong organizational, analytical, and problem-solving skills. 

 

Preferred Qualifications 

  • Bilingual in Spanish or French is a plus  

  • Experience in healthcare, hearing care, patient access, scheduling, or medical call center environments. 

  • Experience working with QA programs and performance improvement initiatives. 

  • Knowledge of CRM and contact center platforms. 

  • Experience supporting remote and hybrid teams. 

  • Bilingual (English/Spanish) preferred. 

  • Experience supporting outsourced or BPO teams. 

 

Key Performance Indicators (KPIs) 

Success in this role may be measured by: 

  • Schedule Rate 

  • Appointment Show-Up Rate 

  • Conversion Rate 

  • Quality Scores 

  • Training Completion Rates 

  • Speed to Proficiency 

  • Employee Retention 

  • Coaching Completion Rates 

  • CSAT (Customer Satisfaction) 

  • NPS (Net Promoter Score) 

  • First Contact Resolution (FCR) 

  • Employee Engagement Scores 

 

Eligible for annual performance-based incentive opportunities tied to individual and organizational performance. 

Benefits 

  • Medical, Dental, and Vision Insurance 

  • 401(k) with Company Match 

  • Paid Time Off (PTO) 

  • Paid Holidays 

  • Employee Assistance Program 

  • Career Development Opportunities 

  • Remote Work Environment 

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Recruitment Fraud Warning

We have become aware of fraudulent recruitment activities in which individuals falsely claim to represent Sonova or recruitment agencies acting on our behalf. These individuals may contact potential candidates by email, messaging services or other channels and may offer employment opportunities or recruitment-related services, such as CV preparation or review, in exchange for payment.

Sonova will never ask candidates to pay fees or make payments as part of our recruitment process. We also do not require candidates to purchase recruitment, CV preparation, training or similar services as a condition of applying for or obtaining employment with us.

Please exercise caution if you receive an unsolicited communication claiming to relate to a vacancy at Sonova, particularly if it requests payment, financial information or other sensitive personal information.

If you are uncertain whether a recruitment communication is genuine, please verify the vacancy through our official careers page or contact us through the contact details published on our website.

Sonova accepts no responsibility for fraudulent communications or transactions made by individuals or organisations falsely claiming to represent us.

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