Global Trainer: Collections & Onboarding

Sutherland Global; Hinoba-an; Hybrid; PHP 335,000 - 536,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a Trainer to create and facilitate training materials, equipping staff with essential skills and knowledge for ongoing growth.

You will lead multi-week new hire training, nesting, floor training, and BQM sessions, while coaching learners and ensuring accurate reporting. This role emphasizes self-improvement, client communication, and delivering effective learning experiences across teams.

Qualifications

• 2-3 years collections agent and 1-2 years collections trainer in a contact center setting.
• Bachelor's degree in any field (Major in Education or Communication preferred) not required.
• Excellent working knowledge of Microsoft Office applications (Excel, PowerPoint, Word and Outlook)
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements
• Willingness and ability to work in a shifting or graveyard schedule

Responsibilities

• Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge
• Fill out accurate reports
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations
• Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting
• Facilitate all aspects of floor-training and BQM Training for the program
• Responsible for self-skilling & certification during periods of un-activity (classroom)
• Supervise and coach learners in nesting & BQM type environments
• Facilitate multi-hour product, behavioral or tool change type learning experiences
• Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions
• Coach and give feedback to trainees to help them fulfill performance metrics
• Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution

Skills

English communication

Training material development

Coaching/mentoring

Process improvement

Education

Bachelor's degree

Tools

Excel

PowerPoint

Word

Outlook

Job description

Sutherland Global in the Philippines is seeking a Trainer to create and facilitate training materials, equipping staff with essential skills and knowledge for ongoing growth.

You will lead multi-week new hire training, nesting, floor training, and BQM sessions, while coaching learners and ensuring accurate reporting. This role emphasizes self-improvement, client communication, and delivering effective learning experiences across teams.