Associate – CS Process Improvement

Jobtailor; Muntinlupa; On-site; PHP 334,800 - 669,600; Full time

Job summary

Jobtailor is seeking a training specialist to develop and deliver Zendesk-focused training content for teams in Manila and Sydney. You will collaborate with ZALORA and THE ICONIC to implement processes and training programs that improve productivity and compliance.

The role requires strong English communication, hands-on training delivery, and meticulous attention to detail. You will track attendance, completion, certifications, and refresher needs, working independently and with stakeholders

Qualifications

• Strong written and verbal English communication and presentation skills.

Responsibilities

• Work with ZALORA and THE ICONIC teams across Manila and Sydney to deliver process and training content.
• Create training material and deliver training across appropriate methods.
• Meet Process and Improvement Team metrics: Productivity, Quality of Work, Engagement Compliance, Output Effectiveness.
• Track attendance, completion rates, certification status and refresher requirements.

Skills

English communication

Training delivery

Collaboration

Attention to detail

Tools

Zendesk

Job description

• Work with ZALORA and its Australian counterpart THE ICONIC in collaborating and delivering process and training content with teams located across both Manila, Philippines and Sydney, Australia
• Create training material and deliver training across any method appropriate to the subject of the training
• Meeting the Process and Improvement Team metrics which involve Productivity, Quality of Work, Engagement Compliance, and Output Effectiveness
• Track attendance, completion rates, certification status where applicable, and refresher requirements

Requirements

• Experience in Zendesk is required.
• Hands‑on Zendesk Admin experience is highly preferred.
• Strong written and verbal English communication and presentation skills
• Organised with a high standard of attention to detail
• Proactive and hands‑on
• Able to work independently and collaboratively with stakeholders across both THE ICONIC and ZALORA
• Strong change management and change adoption capability
• Ability to conduct training needs analysis and identify performance gaps

Core Competencies

Demonstrates expertise in Zendesk administration and training content development, with a strong focus on process improvement and change management. Capable of delivering effective training and tracking performance metrics to ensure compliance and engagement.