Trainer

Reports to: Training Manager

Job Purpose: To design, deliver, and continuously improve training programs that equip employees with the knowledge, skills, and behaviors needed to meet client expectations, maintain compliance, and support overall business performance.

Responsibilities:

 Collaborate closely with the Training and Quality Manager to align product training initiatives with overall learning strategies, quality standards, and performance improvement goals.

 Coordinate with client and internal team training schedules, venues, tools, and materials to ensure readiness prior to program delivery.

 Conduct training sessions for new hires and refresher courses using a variety of training methods integrating compliance, regulatory, and industry standards into training materials where applicable.

 Curriculum Development: Create and update training modules based on client requirements, company policies, and identified skill gaps, including both technical and soft skills training materials.

 Send Daily Training reports for ongoing training class.

 Evaluate and recommend training content improvement

 Conduct assessment and analysis to identify training needs and gaps in knowledge or skills.

 Conduct regular Process Knowledge Tests (PKTs) to assess agents’ product knowledge and process updates and track post training performance metrics to prepare evaluation reports measuring training effectiveness and ROI.

 Support Operations in developing appropriate interventions to address performance gaps.

 Partner with Operations, Quality Assurance, and other cross functional teams to align training content with business goals and client expectations.

 Coach trainees through demonstrations, role-playing exercises, and practical applications to strengthen skills.

 Conduct 1-1 session with trainees to provide performance feedback and address any training gaps

 Ensure the training plan and delivery are executed in a timely manner.

 Monitor and reinforce mandatory compliance courses completion.

 Performs miscellaneous job-related duties as assigned.

 Take phone time during AHOD or when necessary.

Key Competencies:

 Training Delivery

 Curriculum & Content Development

 Training Needs Analysis

 Performance Measurement & Reporting

 Cross-Functional Collaboration

 Coaching & Mentoring

 Compliance & Quality Orientation

 Effective Communication

 Organizational & Time Management Skills

 Adaptability & Problem-Solving

 Stakeholder Engagement

 Analytical Thinking

 Attention to Detail

 Interpersonal Skills

 Continuous Improvement Mindset

Working Conditions:

 Full-time, onsite night shift (8 PM to 5 AM/ 9 PM to 6 AM), Monday to Friday

 Works on Philippine holidays

 Requires flexibility during peak seasons or critical issues

 Occasional extended hours for urgent client escalations, audits, or training sessions

 Willingness to take calls during staffing gaps or coverage emergencies

 Works closely with the Operations Manager, HR, QA, Workforce, and client teams

Job Type: Full-time

Benefits:

• Company events
• Paid training
• Pay raise

Work Location: In person