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  • Description

  • Job Functions:

    • Responsible for the delivery of consistent high quality client training programs through embracing the

    Company’s training methodology.

    • Facilitate aligning to the training approach and adheres to the Company’s onboarding, New Hire

    Training, and A-Bay playbook standards.

    • Supervise agents through training classes and A-Bay and assists in the successful integration of

    agents into Operations. Manages policy and procedure concerns through administration of corrective

    action up to and including termination.

    • Oversee agent performance management by evaluating performance and delivering Coaching for

    Results (CFR) coaching in New Hire Training and A-Bay. Appropriately document agent performance

    through maintenance of communication logs noting progress, assessment scores, etc.

    • Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure

    and report on effectiveness of training and agent preparedness; receives feedback and continuously

    improves upon training delivery.

    • Assesses training needs and learning styles and customizes training approach to be the most effective

    based upon the audience and training content. Utilizes and/or designs role play scenarios to drive job

    simulation practice.

    • Comply and participate in the Company’s Trainer Coaching and Development Program and completes

    action plans created to focus on trainer performance improvement & grow job skills.

    • Evaluate and recommend training content improvement.

    • Provides additional one-on-one training and coaching support to agents that need additional focus.

    • Prepare training reports for Training and Operations to record training milestones and progress, as


    • Responsible for obtaining and/or maintaining all relevant certifications to perform job.

    • Participates in ongoing Trainer skill development by attending training classes and participating in

    ongoing coaching sessions.

    Job Requirements:

    • Minimum of 2 years university and 2 years work experience or Bachelor’s Degree in Education,

    Communications or related field required

    • 1 year training experience in a BPO set up

    • Ability to train US audience

    • Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.

    • Excellent English Communication and Interpersonal Skills.

    • Must be willing to work onsite for the training, then Work at Home after

    • Work at Home capable – device will be provided (after onsite training)

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 1 year of experience
  • Language(s): English
  • Knowledge: Microsoft Access, Microsoft Excel, Microsoft PowerPoint, Microsoft Word
  • Availability for travel: No
  • Availability for change of residence: No
  • People with disabilities: Yes

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Job summary

  • Global Product Trainer

  • Quezon City, National Capital Region

  • Company

    M2MJ Human Resources Consulting
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply