Process Trainer for Excellent Customer Experience

2 weeks ago

Cebu City, Central Visayas, Philippines Quess Philippines Corp. Full time

We are seeking a skilled Process Trainer to join our team at Quess Philippines Corp. as a key player in delivering exceptional customer experiences. This role is an exciting opportunity for you to utilize your expertise in process training and coaching to empower staff members to provide world-class service.

About the Role

The primary objective of this position is to advocate and educate front-line staff on delivering client-set requirements through effective coaching and training soft skills combined with process knowledge transfer. You will focus on developing and improving specific curriculum, conducting needs analysis, creating content updates, organizing cross and up-skill training, and reporting to process owners. Additionally, you will assist in aligning and coordinating with support members and leadership, and participate in customer experience projects.

Key Responsibilities
  • Advocate the CELEBRATIONS program to stakeholders and potential clients, and facilitate its implementation in assigned accounts.
  • Monitor calls and conduct coaching sessions to enhance customer experience behaviors.
  • Develop training materials and conduct learning sessions to equip staff with essential skills.
  • Gather and analyze data to evaluate the effectiveness of the CELEBRATIONS program and its components.
  • Conduct agent interviews to assess their customer service orientation and communication skills.
  • Create a positive work environment by acknowledging employee contributions, soliciting input, and providing personal assistance when needed.
Requirements

To succeed in this role, you must have:

  • A minimum of 2 years of experience in process training.
  • An education background preferably in Nursing, Psychology, Mass Communications, or Education.
  • B2 - CEF or higher language proficiency.
  • A strong understanding of end-to-end processes and the impact of customer experience on critical parameters.
Benefits

As a Process Trainer at Quess Philippines Corp., you can expect:

  • A competitive salary range of ₱31,000 – ₱40,000 per month.
  • A comprehensive benefits package including allowances and total compensation.
  • A dynamic and supportive work environment that encourages growth and development.
  • The opportunity to make a meaningful contribution to delivering exceptional customer experiences.
Location and Work Schedule

This role is based in Cebu, with a work schedule that includes weekends off and shift hours starting from 8PM onwards.

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