Lead Training & Quality Coach - Call Center

Alta Resources; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Alta Resources is seeking a skilled Trainer to lead client team training and update staff on new skills and policies. You will develop modules for systems, product knowledge, and customer service, and work with client staff to review and approve content.

You will analyze performance data, coordinate coaching and QA programs, and partner with Team Leaders to meet client goals. This role requires strong English, mentoring ability, and the capacity to deliver in a fast-paced environment in Pasig

Qualifications

• Bachelor’s degree required.
• At least two years in a call center.
• One year training experience required.
• Leadership experience preferred.

Responsibilities

• Train staff on call quality monitoring and product changes.
• Develop, update and deliver training modules.
• Coordinate coaching and QA programs.
• Analyze performance data to improve training curricula.
• Prepare reports and submit to client management.
• Lead quarterly calibration sessions.
• Serve as primary trainer for product questions.
• Ensure training aligns with policies and procedures.

Skills

English proficiency

Organizational skills

Analytical skills

Time management

Education

Bachelor’s Degree

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Alta Resources is seeking a skilled Trainer to lead client team training and update staff on new skills and policies. You will develop modules for systems, product knowledge, and customer service, and work with client staff to review and approve content.

You will analyze performance data, coordinate coaching and QA programs, and partner with Team Leaders to meet client goals. This role requires strong English, mentoring ability, and the capacity to deliver in a fast-paced environment in Pasig