BPO Training Senior Analyst

2 weeks 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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