Communication Trainer

Global Healthcare Resource; Muntinlupa; On-site; PHP 391,000 - 580,000; Full time

Job summary

Global Healthcare Resource is seeking an on-site Training Delivery & Facilitation expert in Alabang, Muntinlupa to onboard and develop contact center agents. You will lead foundational V&A, ACC, and patient-friendly communication training for a healthcare BPO account.

The role requires hands-on trainer experience, strong English skills, and the ability to coach adults across changing night shifts and schedules. This full-time position offers growth within training management.

Qualifications

• Minimum 1 year hands-on experience as a Communications / Voice & Accent Trainer in a BPO environment.
• Minimum 2 years of healthcare BPO account experience (e.g., Medical Billing, Claims, Provider Relations, Patient Care, or Health Insurance).
• Exceptional written and verbal English communication skills with a neutral accent and professional tone.
• Proven ability to manage classrooms, engage adult learners, and deliver constructive coaching.
• Willing to work full-time on-site at our office in Alabang, Muntinlupa.
• Flexibility to work night shifts, shifting schedules, and Philippine holidays as required by account operations.

Responsibilities

• Conduct foundational Voice and Accent (V&A) training for onboarding batches.
• Tailor and refine training modules to healthcare jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards.
• Conduct Training Needs Analysis (TNA) to identify communication bottlenecks and quality trends.
• Provide targeted group and 1-on-1 coaching for underperforming agents, focusing on tone, clarity, and phrasing.
• Monitor live calls during nesting, deliver immediate feedback, and drive KPI readiness before handoff to Operations.
• Track, evaluate, and report trainee progress, call metrics, and batch performance to operations stakeholders.

Skills

Facilitation skills

English proficiency

BPO experience

Coaching

Adaptability

Job description

• Training Delivery & Facilitation: Conduct foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches.
• Curriculum & Content Enhancement: Tailor and refine communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards.
• TNA & Skill Gap Analysis: Conduct Training Needs Analysis (TNA) across operations to identify communication bottlenecks, accent barriers, and quality trends.
• Coaching & Continuous Improvement: Provide targeted group and 1-on-1 coaching for underperforming agents, focusing on customer service tone, clarity, and phrasing.
• Quality & Performance Nesting: Support new trainees during the nesting phase by monitoring live calls, delivering immediate feedback, and driving KPI readiness before handoff to Operations.
• Reporting & Collaboration: Track, evaluate, and report trainee progress, call metrics, and batch performance to operations stakeholders and training management.

Minimum Qualifications:

• Trainer Experience: Minimum of 1 year of hands-on experience as a Communications / Voice & Accent Trainer in a BPO environment.
• Healthcare BPO Background: Minimum of 2 years of overall agent or operational experience handling a Healthcare BPO account (e.g., Medical Billing, Claims, Provider Relations, Patient Care, or Health Insurance).
• Language Proficiency: Exceptional written and verbal English communication skills, with a strong grasp of neutral accent and professional tone.
• Facilitation Skills: Proven ability to manage classrooms, engage adult learners, and deliver constructive coaching.
• Location: Must be willing to work full-time on-site at our office in Alabang, Muntinlupa.
• Work Schedule: Flexibility to work night shifts, shifting schedules, and Philippine holidays as required by account operations.