Training Specialist

1 week ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Description:

  1. Training Delivery

  2. Conduct end-to-end facilitation for new hires, refresher, and cross-skill training sessions. Adapt delivery based on learning styles and pace of the class (visual, auditory, kinesthetic). Maintain engagement using interactive techniques, case studies, and simulations. Ensure adherence to the training schedule and curriculum milestones.

  3. Content and Curriculum Management

  4. Review and update training materials to match current processes, tools, and client requirements. Collaborate with Operations, Quality, and Client Teams to ensure curriculum alignment with business objectives. Customize modules to reflect account-specific processes, customer experience standards, and compliance requirements.

  5. Learner Assessment and Performance Tracking

  6. Evaluate learners through quizzes, mock calls, simulations, and practical assessments. Track and report daily trainee performance, attendance, and progress metrics. Identify skill gaps and apply corrective coaching or supplemental training interventions. Recommend readiness for production or nesting based on objective performance data.

  7. Coaching and Reinforcement

  8. Conduct one-on-one and small group coaching to address performance or behavioral gaps. Reinforce soft skills (tone, empathy, communication) and hard skills (systems, tools, process flow). Partner with Quality and Supervisors to support nesting or on-floor performance improvement.

  9. Reporting and Documentation

  10. Maintain accurate and timely reports (attendance, test results, performance trackers, feedback logs). Submit EOD, weekly, and final training reports to Training Leads or the client as required. Ensure documentation is audit-ready and follows version control standards.

  11. Operational Collaboration

  12. Participate in calibration sessions with Quality and Operations to maintain alignment on expectations. Provide feedback to Ops and QA regarding common trainee gaps and potential curriculum improvements. Support in transition and ramp plans for new accounts or seasonal waves.

  13. Compliance and Governance

  14. Ensure strict adherence to company policies, data security, and client confidentiality. Follow all mandated compliance training and ensure learners do the same. Maintain ethical conduct during evaluation and certification processes.

  15. Continuous Improvement

  16. Stay updated on industry trends, customer experience best practices, and BPO learning methodologies. Participate in Train-the-Trainer programs and performance reviews. Suggest process or delivery enhancements to improve training effectiveness and reduce speed-to-competency time.

Qualifications:

  • At least 2 Years Completed College
  • At least 3 Years Call Center/BPO Training experience
  • Must be amenable to working shifting schedules
  • Proven ability to lead engaging sessions (online or in-person)
  • Curriculum design: Can create or adapt training materials
  • Assessment & feedback: Knows how to evaluate learner progress
  • Tech-savvy: Comfortable with LMS platforms, video conferencing, and digital tools
  • Adaptability: Can tailor content to different audiences and learning styles

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