Trainer, Quezon City

Job Details:

• Voice
• 100% Onsite
• Eton Centris, Quezon City
• Shifting schedules, UK time

Job Qualifications:

• Graduate of Bachelor's Degree
• 2-4 years' work experience in US/UK collections, 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 UK banking or collections experience in other verticals

Job Descriptions:

1. Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.
2. Manage training batches (typically 1:20 ratio), ensuring effective delivery and engagement.
3. Provide feedback and coaching to agents on process, quality, best practices, and support On-the-Job Training (OJT).
4. Audit cases for agents using prescribed sheets defined by the client or training team; provide documented feedback on gaps identified.
5. Attend weekly calibration calls with client/internal teams as per the calibration roster.
6. Conduct training sessions as required within specified timelines.
7. Assess trainee performance through tests and practical evaluations.
8. Maintain training records, daily reports, and analysis for continuous improvement.
9. Motivate associates through effective management, career development, and implementation of reporting mechanisms.
10. Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.
11. Maintain competency by undergoing TTT certification and staying updated on new products and process changes.
12. Perform Training Needs Identification (TNI) based on audit findings and conduct refresher sessions; track performance improvements.
13. Maintain track records of performance and analyse data critically.
14. Ensure adherence to regulatory and operational objectives, and keep up to date with internal procedural changes and policy updates.
15. Participate constructively in case reviews, meetings, and training sessions.
16. Communicate key trends and processing difficulties to the Team Leader or relevant manager.