Service Excellence Training Specialist

Empower Growth Through Training Excellence

Great outsourcing doesn't just happen-it's trained. Design sessions that spark confidence, deliver coaching that drives accuracy, and build programs that create service superstars. Take your place in shaping customer experiences for global brands while advancing your own career; all without crossing country borders.

Job Description

As a Service Excellence Training Specialist, you will deliver impactful training programs, support new hires through onboarding and hypercare, and collaborate with leaders to drive continuous improvement in service excellence.

Job Overview

Employment type: Full-time

Shift: Flexible shift

Work setup: Hybrid, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment, available to account holders with minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Human Resources, Education, Communications, Business, or related field.
• 2-4 years of experience in training facilitation, L&D, or customer service excellence programs.
• Experience in designing training content, conducting workshops, and evaluating learning outcomes.
• Training and development experience in the BPO industry is a plus.
• Strong presentation, facilitation, and coaching skills.
• Excellent interpersonal and communication skills.
• Ability to design training programs using adult learning principles.
• Proficiency in e-learning platforms, training tools, and Microsoft Office applications.
• Strong analytical and problem-solving skills to assess training impact.
• Customer-centric mindset.
• Ability to analyze training needs and measure effectiveness.

Your Daily Tasks

Training Delivery & Facilitation

• Conduct product knowledge and process training sessions for new CXMs.
• Support the Corporate Trainer in delivering onboarding, skills, and refresher training programs.
• Adapt training methods to meet diverse learning needs and maintain engagement.

Hypercare Support (Post-Training Transition)

• Act as the main point of support for new CXMs during the 2-week hypercare period.
• Provide coaching, guidance, and hands-on assistance as CXMs transition into live operations.
• Address questions, clarify processes, and reinforce training content to boost confidence and accuracy.

Collaboration & Coordination

• Work closely with the Corporate Trainer to ensure training content is up-to-date and aligned with company standards.
• Partner with Operations, QA, and SMEs to identify common challenges faced by new CXMs.
• Provide feedback to the Corporate Trainer on training effectiveness and learner progress.

Documentation & Continuous Improvement

• Maintain training records, attendance, and evaluation results.
• Contribute to refining training modules and materials based on learner feedback and observed gaps.
• Recommend improvements to the onboarding and hypercare process to strengthen employee readiness.

Other Responsibilities

• Abide by and perform to the best of your abilities all duties assigned by the company.
• Perform administrative or non-administrative tasks as directed, either in writing or verbally.

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

-Tim Vorbach, CEO