Location: OTC, Antipolo
Work Arrangement: Onsite
Schedule: Night Shift (Philippine Holidays Included)
Employment Type: Probationary Employment
About the Role
We are looking for a passionate and experienced BPO Process Trainer / Learning & Development Specialist who will be responsible for developing employees skills, improving performance, and delivering impactful learning experiences.
As a Process Trainer, you will play a key role in onboarding new hires, facilitating process and product training, conducting coaching sessions, and partnering with Operations and Quality teams to ensure employees are equipped to deliver excellent customer experiences.
If you enjoy mentoring people, creating engaging learning experiences, and helping teams succeed, this opportunity is for you.
Key ResponsibilitiesTraining Delivery & Facilitation
- Facilitate New Hire Training (NHT) programs for customer service, technical support, sales, back-office, or other BPO functions.
- Deliver process, product, systems, compliance, and soft skills training.
- Conduct refresher training, upskilling, and cross-skilling sessions based on business requirements.
- Create engaging learning experiences using discussions, simulations, role-plays, case studies, and digital learning tools.
- Manage classroom activities, learner engagement, and training effectiveness.
Coaching & Performance Support
- Monitor learner progress and provide timely feedback and coaching.
- Administer assessments, knowledge checks, certifications, and training evaluations.
- Identify knowledge and skill gaps and recommend targeted learning interventions.
- Provide floor support and coaching during nesting and post-training periods.
- Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to improve employee performance.
Training Materials & Program Improvement
- Develop, review, and enhance training materials, facilitator guides, participant manuals, job aids, and assessments.
- Update learning content based on process changes, client requirements, and business needs.
- Evaluate training effectiveness through feedback, assessments, and operational performance results.
- Recommend improvements to training programs and delivery strategies.
- Participate in calibration sessions, Train-the-Trainer programs, and process updates.
QualificationsRequired Qualifications
- Bachelor's Degree in Business Administration, Human Resources, Psychology, Education, Communications, or related field.
- Minimum of 1–2 years of experience in a BPO environment.
- At least 2 years experience in healthcare
- At least 1 year of experience in training, coaching, quality assurance, team leadership, or a related role preferred.
- Experience facilitating classroom, virtual, or blended learning programs.
- Strong understanding of BPO operations and customer service principles.
- Excellent presentation, facilitation, and public speaking skills.
- Strong verbal and written communication skills.
- Ability to manage classroom dynamics and engage adult learners.
- Proficiency in Microsoft Office applications (PowerPoint, Excel, Word).
Preferred / Advantage Skills
- Knowledge of Adult Learning Theory, ADDIE Model, and Kirkpatrick Training Evaluation Model.
- Experience using Learning Management Systems (LMS).
- Experience creating learning materials using tools such as Canva, Adobe Captivate, Rise360, or Vyond.
- Ability to analyze performance metrics and training data.
- Experience supporting process transitions and performance improvement initiatives.
What We're Looking For
- Someone who can simplify complex processes and turn them into effective learning experiences.
- A trainer who inspires confidence, motivates learners, and drives performance improvement.
- A team player who collaborates effectively with Operations and support teams.
- An individual passionate about employee development and continuous learning.
