Analyst (Non-Voice)

HCL Technologies Limited; Taguig; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Learning & development programs

Job summary

Sapsf is seeking a Process Trainer in Metro Manila to deliver new hire training, design and develop training materials, and support continuous learning initiatives. You will coach staff, apply adult-learning theory, and prepare materials and assessments to improve performance.

Strong analytical and presentation skills are required. The role involves coordinating training programs, delivering across modules, and providing floor support to staff and leadership.

Qualifications

• Minimum a BS/BA degree or 3–5 years of work experience.
• Proficiency in English language and MS Office Suite.
• Experience delivering training and coaching adults.

Responsibilities

• New Hire Training: facilitate training and develop skills.
• Training Design and Development: create content, evaluations, and modules.
• Ad hoc: provide reports to management and support special projects.

Skills

Training delivery

Classroom management

Adult learning

Coaching and mentoring

Module development

Analytical thinking

Problem solving

Time management

Presentation skills

Independent work

Education

BS/BA degree

Tools

MS Suite: PowerPoint

MS Suite: Excel

MS Suite: Outlook

MS Suite: Word

MS Teams

Job description

Requisition ID175852-Posted10/02/2026

Process Trainer Role - Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training

Key Responsibilities

New Hire Training

• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff.
• Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff.
• Provide floor support and communication coaching to all employees including leadership and support.
• Develop communication assessment tools in line with project’s goals and metrics.
• Proactively develop activities or modules to supplement existing programs or initiatives.
• Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting.

Training Design and Development

• Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design
• Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and overall training effectiveness gaps.
• Work with the operations, training, and quality teams to identify performance gaps related to communication skills.
• Analyze performance gaps and provide recommendations to meet target metrics.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Skill Requirements

Minimum - - 4 Yr. degree -BS/BA or 3 to 5 years of work experience

Languages - Varies depending on location and the type of market the role supports with Proficiency Level 90%/C1 and MS Suite- Power Point, Excel, Outlook, Word, Teams – with Advanced

Other Requirements

Candidate Background: Skills, Knowledge, and Abilities:

Min/Preferred Skills, Knowledge, Abilities and Experience

Essential-Training Delivery and Classroom Management Skills

Preferred- Adult Learning Styles and Strategies

Preferred- Coaching and Mentoring skills

Preferred- Module and Assessment Development

Minimum-Strong analytical thinking/skills

Minimum- Ability to assess issues, define causes, and prioritize/execute solutions – problem solving skills.

Preferred- Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.

Preferred- Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.

Preferred- Self-motivated, ability to work independently.

Preferred- Operational Knowledge and Experience

Preferred-Project coordination/management knowledge