Process Trainer

2 weeks ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time ₱400,000 - ₱600,000 per year

Role Overview:

The Trainer & Quality Analyst plays a dual role, responsible for delivering effective training programs that enable new hires and existing employees to perform at their best, while also supporting quality assurance initiatives. This role ensures that customer service standards, process knowledge, and performance expectations are consistently met through training, coaching, and quality evaluations.

Key Responsibilities:

Training Delivery & Development

  • Conduct onboarding and process training for new hires, ensuring they gain confidence and job readiness before moving to production.
  • Deliver refresher and upskilling sessions based on performance trends, new processes, or quality feedback.
  • Collaborate with operations and QA teams to identify training needs and update content accordingly.
  • Evaluate training effectiveness through assessments, feedback forms, and post-training performance tracking.
  • Maintain and update training materials, e-learning modules, and knowledge bases to ensure accuracy and relevance.
  • Support new product or process rollouts by facilitating training sessions and readiness activities.

Quality Assurance

  • Conduct sample call/chat/email evaluations to assess agent adherence to quality, accuracy, and customer service standards.
  • Provide clear, constructive feedback to agents based on QA findings to improve communication and process adherence.
  • Partner with Team Leaders and QA colleagues to calibrate scoring and ensure consistency in evaluations.
  • Identify common error trends and recommend targeted refresher training sessions or process improvements.
  • Support reporting of QA results, trends, and insights to stakeholders when required.

Collaboration & Continuous Improvement

  • Act as a bridge between the Training, Quality, and Operations teams to ensure alignment on goals and performance expectations.
  • Participate in regular calibration, feedback, and review sessions to maintain a high standard of quality and learning.
  • Contribute to process improvement initiatives and promote a culture of continuous learning and excellence.
  • Track performance metrics post-training to measure the impact on quality, CSAT, and overall team performance.

Qualifications & Experience:

  • Bachelor's degree in any discipline preferred.
  • Experience in a BPO or customer service environment, including at least 2-4 years' experience in training delivery or quality assurance.
  • Proven ability to deliver engaging and effective classroom training sessions.
  • Strong understanding of QA frameworks, customer service standards, and performance KPIs.
  • Proficiency in MS Office Suite and exposure to CRM/telephony platforms (Five9 - Preferred )

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