Merchant Onboarding & Training Operations Analyst

SPX PHILIPPINES INC.; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

SPX Philippines Inc. is seeking a Merchant Operations Training Specialist to onboard merchants, conduct operational training, and ensure teams master platform usage, order management and processes.

You will manage requests, scheduling, attendance, reschedules, no-shows, and follow-ups to deliver consistent onboarding. The role involves developing training decks, SOPs and reference materials, performing QC/QA on merchant setup, monitoring KPIs, and driving process improvements.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field.
• Experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement.
• Strong communication, training/facilitation, analytical, problem-solving, and stakeholder management skills.
• Proficient in Excel/Google Sheets with trackers, dashboards, reports, and operational data.
• Highly organized with the ability to manage multiple workstreams and priorities simultaneously.

Responsibilities

• Onboard merchants and provide operational training on platform usage, order management, and processes.
• Manage end-to-end training process including requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.
• Develop and improve training decks, videos, SOPs, and reference materials for scalability.
• Perform QC/QA checks on merchant setup and activation (store info, location, menu, images, etc.).
• Identify QC/QA findings, coordinate corrections, and revalidate issues.
• Monitor training and QC/QA performance, SLAs, coverage, and KPIs; provide progress updates.
• Analyze recurring issues to recommend corrective actions and preventive measures.
• Drive process improvements, automation, and standardization of Merchant Operations workflows.
• Maintain trackers, dashboards, reports, and process documentation for visibility.
• Collaborate with Merchant Onboarding, KAM/BD, and other teams to address issues and improve merchant experience.
• Wear multiple hats and support other workstreams and ad hoc needs.

Skills

Communication

Training/ Facilitation

Analytical

Problem-Solving

Stakeholder Management

Education

Bachelor's degree in Business/Operations Management or related field

Tools

Microsoft Excel

Google Sheets

Job description

SPX Philippines Inc. is seeking a Merchant Operations Training Specialist to onboard merchants, conduct operational training, and ensure teams master platform usage, order management and processes.

You will manage requests, scheduling, attendance, reschedules, no-shows, and follow-ups to deliver consistent onboarding. The role involves developing training decks, SOPs and reference materials, performing QC/QA on merchant setup, monitoring KPIs, and driving process improvements.