BPO Process Trainer & Learning & Development Specialist

Intelegencia; Antipolo; Hybrid; PHP 335,000 - 536,000; Full time

Job summary

Intelegencia in the Philippines is seeking a passionate BPO Process Trainer / Learning & Development Specialist to design and deliver training that builds employee skills, improves performance, and delivers impactful learning experiences.

In this role you will onboard new hires, facilitate process and product training, coach learners, and partner with Operations and Quality teams to ensure teams are equipped to provide excellent customer service.

Qualifications

• Bachelor’s degree in a related field is required or preferred.
• 1-2 years of experience in a BPO environment.
• At least 2 years experience in training, coaching, quality assurance, team leadership, or related role preferred.
• Experience facilitating classroom, virtual, or blended learning programs.
• Strong understanding of BPO operations and customer service principles.
• Excellent presentation, facilitation, and public speaking skills.
• Strong verbal and written communication skills.

Responsibilities

• Facilitate New Hire Training (NHT) programs for customer service, technical support, sales, back-office, or other BPO functions.
• Deliver process, product, systems, compliance, and soft skills training.
• Conduct refresher training, upskilling, and cross-skilling sessions based on business requirements.
• Create engaging learning experiences using discussions, simulations, role-plays, case studies, and digital learning tools.
• Manage classroom activities, learner engagement, and training effectiveness.
• Monitor learner progress and provide timely feedback and coaching.
• Administer assessments, knowledge checks, certifications, and training evaluations.
• Identify knowledge and skill gaps and recommend targeted learning interventions.
• Provide floor support and coaching during nesting and post-training periods.
• Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to improve employee performance.
• Develop, review, and enhance training materials, facilitator guides, participant manuals, job aids, and assessments.
• Update learning content based on process changes, client requirements, and business needs.
• Evaluate training effectiveness through feedback, assessments, and operational performance results.
• Recommend improvements to training programs and delivery strategies.
• Participate in calibration sessions, Train-the-Trainer programs, and process updates.

Skills

Public speaking

Facilitation

Communication skills

Adult learning theory

Education

Bachelor’s Degree in Business Administration, Human Resources, Psychology, Education, Communications, or related field

Tools

PowerPoint

Excel

Word

Job description

Intelegencia in the Philippines is seeking a passionate BPO Process Trainer / Learning & Development Specialist to design and deliver training that builds employee skills, improves performance, and delivers impactful learning experiences.

In this role you will onboard new hires, facilitate process and product training, coach learners, and partner with Operations and Quality teams to ensure teams are equipped to provide excellent customer service.