Training Delivery & Facilitation: Conduct foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches.
Curriculum & Content Enhancement: Tailor and refine communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards.
TNA & Skill Gap Analysis: Conduct Training Needs Analysis (TNA) across operations to identify communication bottlenecks, accent barriers, and quality trends.
Coaching & Continuous Improvement: Provide targeted group and 1-on-1 coaching for underperforming agents, focusing on customer service tone, clarity, and phrasing.
Quality & Performance Nesting: Support new trainees during the nesting phase by monitoring live calls, delivering immediate feedback, and driving KPI readiness before handoff to Operations.
Reporting & Collaboration: Track, evaluate, and report trainee progress, call metrics, and batch performance to operations stakeholders and training management.
Minimum Qualifications:
Trainer Experience: Minimum of 1 year of hands-on experience as a Communications / Voice & Accent Trainer in a BPO environment.
Healthcare BPO Background: Minimum of 2 years of overall agent or operational experience handling a Healthcare BPO account (e.g., Medical Billing, Claims, Provider Relations, Patient Care, or Health Insurance).
Language Proficiency: Exceptional written and verbal English communication skills, with a strong grasp of neutral accent and professional tone.
Facilitation Skills: Proven ability to manage classrooms, engage adult learners, and deliver constructive coaching.
Location: Must be willing to work full-time on-site at our office in Alabang, Muntinlupa.
Work Schedule: Flexibility to work night shifts, shifting schedules, and Philippine holidays as required by account operations.
