Trainer, Quezon

Job Title: Trainer

Account: UK Financial Customer Service

Work Set Up: 100% Onsite at Eton Centris, Quezon City

Work Shift: Shifting schedules, UK time

Salary: Up to 40,800 package depending on experience

Joining Bonus of 40K

Key Responsibilities:

• Conduct New Hire Training (classroom and virtual) ensuring strong process, product, and compliance knowledge
• Manage training batches (typically 1:20 ratio) ensuring engagement and effective delivery
• Provide structured coaching and feedback during training and OJT
• Audit agent cases using prescribed audit sheets and provide documented gap analysis
• Attend weekly calibration sessions with client/internal stakeholders
• Conduct assessments (tests, practical evaluations) to measure trainee performance
• Maintain training records, reports, and performance analysis for continuous improvement
• Perform Training Needs Identification (TNI) and conduct refresher sessions based on audit findings
• Track and analyze performance metrics and trends
• Ensure compliance with regulatory, operational, and internal policy updates
• Participate in case reviews, meetings, and process updates
• Communicate trends, challenges, and process gaps to Team Leaders/Managers
• Process transactions periodically to maintain operational competency
• Maintain certification (TTT) and stay updated with new product/process changes
• Motivate and support associates through structured career development guidance

Qualifications:

• Bachelor's Degree
• 2-4 years' work experience in US/UK banking operations and training in a call center or shared services environment
• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes
• Excellent communication & feedback/coaching Skills
• Good to have: Exposure to US or UK banking industry, preferably with underwriting and payouts experience.
• Not a job hopper