Customer Experience Training & QA Specialist

HGS Offshore Staffing Solutions; Cebu City; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading staffing solutions provider in Cebu City is seeking a Trainer & Quality Analyst to deliver effective training programs and support quality assurance initiatives. The ideal candidate will have a Bachelor’s degree and 2-4 years of experience in the BPO industry, equipped to enhance customer service standards and performance metrics. This role offers a dynamic environment focused on continuous learning and excellence.

Qualifications

• Bachelor’s degree in any discipline preferred.
• 2-4 years of experience in training delivery or quality assurance.
• Strong understanding of QA frameworks and performance KPIs.

Responsibilities

• Train new hires and deliver refresher sessions.
• Update training content based on feedback.
• Audit interactions for quality and provide actionable feedback.

Skills

Training delivery

Quality assurance

Customer service standards

MS Office Suite proficiency

Education

Bachelor’s degree

Tools

CRM platforms (Five9)

Job description

A leading staffing solutions provider in Cebu City is seeking a Trainer & Quality Analyst to deliver effective training programs and support quality assurance initiatives. The ideal candidate will have a Bachelor’s degree and 2-4 years of experience in the BPO industry, equipped to enhance customer service standards and performance metrics. This role offers a dynamic environment focused on continuous learning and excellence.