Training Partner

6 days ago

Quezon City, National Capital Region, Philippines Acquire Intelligence Full time $40,000 - $80,000 per year

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

A SNAPSHOT OF YOUR ROLE

The trainer is responsible for creating and delivering training programs that enhance the skills and performance of employees. This role involves conducting training sessions, assessing training needs, and measuring the effectiveness of training programs to ensure that employees are well-equipped to meet business needs.

DUTIES AND RESPONSIBILITIES
  • Develop and maintain a learning and development program for the Infrastructure & Operations roles made up of training modules for each aspect of the role including both technical and process.
  • Design & facilitate blended learning which includes on-the-job training.
  • Responsible for promoting customer service focus throughout all learning and development activities.
  • Following any process changes, ensure evaluations and assessments are carried out in a timely manner.
  • Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics.
  • Maintain accurate records of training activities, participant progress, and outcomes.
  • Act as a resource for employees seeking guidance on training-related issues or career development.
  • Provide ongoing coaching and support to employees to reinforce training concepts and ensure continuous improvement.
  • Work with Australian and Philippines SMEs to be equipped with the knowledge to train staff in the Philippines.
  • Escalate staff training concerns to team leads and/or regional managers.
  • Develop and implement quality assurance, and operational methods and standards, and conduct regular quality assurance assessments.
  • Generate regular reports on the effectiveness of training and engage managers to highlight knowledge/skill gaps.
  • Conduct refresher training for knowledge gaps and new product or process roll-out.
  • Create documentations and maintain currency & accuracy of content within the Learning & Knowledge Management Systems, ensuring all training modules have supporting documentation e.g. video / written.
  • Responsible for researching and developing new methods and coaching techniques to ensure effectiveness of training.
  • Undertake other reasonable duties and projects as defined by your line manager.

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