Trainer (UI)

Valor Global • Phoenix, AZ

7d • Remote

About The Position

DES Unemployment Insurance (UI) Trainer – Call Center FullTime | Remote | Arizona Department of Economic Security (DES) Who we are? At Valor Global, our people are our greatest strength, forming the foundation of every exceptional experience we deliver. Guided by our core values—Exceed Expectations, Admire People, and Be Passionate About Making a Difference—we foster a culture where individuals are encouraged to unlock their full potential. We don’t just support professional growth—we help team members bring their ambitions to life. Through values-driven programs and a purpose-filled environment, our people grow, uplift one another, and shape careers that are both meaningful and lasting. That’s why so many choose to stay and thrive as part of the Valor family. Overview The UI Call Center Trainer is responsible for preparing new agents to successfully support the Arizona Department of Economic Security’s Unemployment Insurance program. This role delivers training on UI policies, systems, customer service expectations, and call handling procedures. The trainer ensures new hires gain the confidence, accuracy, and professionalism needed to assist Arizona residents.

Requirements

• Experience in call center training, coaching, or facilitation
• Strong understanding of customer service operations; UI or DES program experience preferred
• Ability to explain complex policies in a clear, supportive, and engaging way
• Excellent communication, presentation, and interpersonal skills
• Comfortable training in a remote environment using virtual platforms
• Strong organizational skills with the ability to manage multiple training groups or timelines
• High school diploma or equivalent; additional education or certifications a plus
• Remote role requiring a quiet, secure workspace
• Must have reliable internet and the ability to use DESapproved equipment
• Minimum internet speed: 25 Mbps download / 5 Mbps upload
• Preferred internet speed: 50 Mbps download / 5 Mbps upload
• Jitter threshold: Should be 15ms or lower — higher jitter may result in voice and streaming issues
• Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settings
• Troubleshooting mindset: Able to diagnose and resolve basic tech issues independently. Confident using browsers, search engines, and understanding online safety.
• Employment is contingent upon successfully passing a comprehensive background check.
• All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks.

Responsibilities

• Facilitate virtual training sessions for new UI call center agents, including orientation, systems training, and programspecific instruction
• Teach UI policies, eligibility basics, claim workflows, documentation standards, and call handling expectations
• Provide handson guidance in navigating DES systems, scripts, knowledge bases, and call center tools
• Conduct practice scenarios, mock calls, and skillbuilding exercises to prepare agents for live environments
• Assess trainee progress through quizzes, observations, and coaching conversations
• Offer realtime support during nesting, answering questions and reinforcing correct procedures
• Collaborate with leadership to update training materials, job aids, and onboarding processes
• Track attendance, performance, and readiness for transition to production
• Communicate policy updates, process changes, and training needs clearly and consistently
• Maintain compliance with DES, state, and federal guidelines throughout all training activities

Benefits

• Medical, Dental and Vision plans; will start on the first of the month following hire date
• Semi-monthly pay with monthly commission bonus potential
• 401K with matching up to 4%
• Employee assistance program and Valor Helps
• Earned PTO and sick time
• Employee Referral Program
• Paid training

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED