BPO Training Senior Analyst

1 week ago

Quezon City, National Capital Region, Philippines NTT DATA North America Full time

"Key Responsibilities

Training Delivery

  • Conduct new-hire training for L1 Helpdesk support associates.
  • Deliver training on technical troubleshooting, ticketing tools, communication skills, and customer service.
  • Facilitate classroom, virtual, and on-the-job (OJT) training sessions.
  • Ensure training content is delivered clearly, effectively, and within defined timelines.

Content & Curriculum Management

  • Assist in creating, updating, and maintaining training materials, SOPs, job aids, and knowledge base articles.
  • Collaborate with operations, quality, and client teams to ensure training content accuracy and alignment with processes.

Performance Tracking & Coaching

  • Track trainee performance through assessments, role-plays, and practical evaluations.
  • Provide feedback, coaching, and remedial support to trainees who need additional assistance.
  • Maintain training reports, attendance records, and progress documentation.

Stakeholder Coordination

  • Work closely with Operations, Quality, and Workforce Management to plan training batches and training needs.
  • Participate in calibration sessions to align training with client expectations and process updates.

Continuous Improvement

  • Evaluate training effectiveness using feedback, metrics, and performance data.
  • Recommend improvements to enhance training efficiency and associate performance.

________________________________________

Required Skills & Qualifications

  • Bachelor's degree or equivalent (preferred).
  • 1–3 years of experience as an L1 Helpdesk Trainer or similar role in a BPO/ITeS environment.
  • Strong knowledge of L1 technical support concepts (e.g., password resets, basic troubleshooting, remote support tools, ticketing systems).
  • Excellent communication, presentation, and facilitation skills.
  • Strong command of English (verbal and written).
  • Proficiency in MS Office tools; experience with LMS platforms is a plus.
  • Ability to manage large groups and handle diverse training needs.

________________________________________

Preferred Qualifications

  • Certification in training/facilitation (e.g., Train-the-Trainer).
  • Experience in ITIL or ITSM environments.
  • Exposure to global clients and multi-process training.

________________________________________

Key Competencies

  • Training Delivery
  • Technical Aptitude
  • Communication Skills
  • Classroom Management
  • Problem-Solving
  • Stakeholder Management
  • Adaptability"

Work Timimgs:

General business: Mon – Fri, 7 am – 7 pm CST

FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST

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