Trainer

Position: Trainer
Reports To: Training Manager

Job Purpose

Design, deliver, and continuously improve training programs that equip employees with the knowledge, skills, and behaviors needed to meet client expectations, ensure compliance, and support overall business performance.

Key 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 clients and internal teams on training schedules, venues, tools, and materials to ensure readiness prior to program delivery.
• Conduct training sessions for new hires and facilitate refresher courses using a variety of training methods. Integrate compliance, regulatory, and industry standards into training materials where applicable.
• Develop and update training curricula based on client requirements, company policies, and identified skill gaps, covering both technical and soft skills.
• Prepare and submit daily training reports for ongoing classes.
• Evaluate training effectiveness and recommend improvements to content and delivery methods.
• Conduct assessments and analyses to identify training needs and knowledge or skill gaps.
• Administer regular Process Knowledge Tests (PKTs) to assess agents’ product knowledge and understanding of process updates. Track post-training performance metrics and prepare evaluation reports to measure 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 one-on-one sessions with trainees to provide performance feedback and address training gaps.
• Ensure training plans and delivery schedules are executed in a timely manner.
• Monitor and reinforce completion of mandatory compliance courses.
• Perform other job-related duties as assigned.
• Handle phone duties during AHOD or as needed.

Key Competencies

• Training Delivery
• Curriculum and Content Development
• Training Needs Analysis
• Performance Measurement and Reporting
• Cross-Functional Collaboration
• Coaching and Mentoring
• Compliance and Quality Orientation
• Effective Communication
• Organizational and Time Management
• Adaptability and Problem-Solving
• Stakeholder Engagement
• Analytical Thinking
• Attention to Detail
• Interpersonal Skills
• Continuous Improvement Mindset

Working Conditions

• Full-time, onsite, night shift (8:00 PM to 5:00 AM or 9:00 PM to 6:00 AM), Monday to Friday
• Required to work on Philippine holidays
• Flexibility required during peak seasons or critical situations
• Occasional extended hours for urgent client escalations, audits, or training sessions
• Willingness to handle calls during staffing gaps or coverage emergencies
• Works closely with Operations, HR, Quality Assurance, Workforce, and client teams

Job Type: Full-time

Pay: Php33,000.00 - Php34,000.00 per month

Benefits:

• Company events
• Paid training
• Pay raise

Work Location: In person