Process Trainer

2 days ago

Davao City, Davao, Philippines Flatworld Solutions Full time ₱40,000 - ₱80,000 per year

Training Specialist designs, delivers, and evaluates training programs for customer service representatives, covering onboarding, product knowledge, and customer service skills. Key responsibilities include identifying training needs, developing materials, conducting engaging sessions, assessing employee performance, and collaborating with management to ensure training aligns with business goals. The goal is to improve agent performance, customer satisfaction, and overall team success.

Key Responsibilities:


• Curriculum Design. Develop structured learning frameworks and materials, including storyboards, for online courses, workshops, and other learning products.


• Content Development. Develop training modules and materials for onboarding and ongoing upskilling. Create, update, and maintain documentation: processes, flow diagrams, issue dictionaries, FAQs to reflect process changes, new tools, or product launches.


• Coordinate with Product and Marketing for feature-release training.


• Stakeholder Collaboration. Work with QA Specialist, Team Leaders and Management to understand needs and ensure learning solutions are relevant and impactful. Align training initiatives with operational and business goals.


• Needs Analysis. Identify performance, knowledge, and skill gaps in a target audience to create effective learning solutions. Partner with QA to retrain agents identified as underperforming.


• Technology Integration. Utilize learning management systems (LMS) and authoring tools to develop, deliver, and track digital learning.


• Training Delivery. Conduct engaging and effective training sessions for new hires and ongoing professional development for existing staff.


• Performance Evaluation. Develop and administer assessments and collect feedback to measure the effectiveness of training programs and individual agent progress

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