Process Trainer

4 hours ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time ₱450,000 - ₱750,000 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:

  • Train new hires and deliver refresher sessions to boost performance.
  • Update training content based on feedback and process changes.
  • Assess training impact through evaluations and performance metrics.
  • Audit interactions for quality and provide actionable feedback.
  • Align QA standards through calibration, feedback, and review sessions to maintain a high standard of quality and learning.
  • Share insights and recommend improvements based on trends.
  • Collaborate across teams to support continuous learning and excellence.

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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