Process And Comm Training Analyst

NTT DATA North America; Quezon City; On-site; PHP 335,000 - 513,000; Full time

Job summary

NT DATA North America seeks a Training Specialist to establish and grow a training practice for our Canadian banking portfolio. You will deliver brand, technical and soft-skill training in classrooms (up to 18 participants) and in group sessions (5–7 participants), while coaching learners through their transition to production.

The role emphasizes applying adult learning principles, providing performance feedback, and supporting continuous improvement in training design and delivery.

Qualifications

• Excellent communication skills in English and French (written and spoken).
• 1-2 years operational and customer service experience in a Contact Centre is a plus.
• Flexibility to prepare for and conduct training sessions across shifts.
• Strong organizational and time-management skills.
• Customer-oriented with a solutions mindset.
• Ability to identify performance trends and create action plans.
• Coaching experience with feedback and goal-setting.

Responsibilities

• Prepare for delivery of training including materials, systems, and welcome emails.
• Conduct in-class technical and/or soft skills training for participants (2–20).
• Adhere to processes and methodologies and report on delivery activities.
• Complete mandatory privacy, security, and fraud training.
• Use evaluations to assess training impact and provide results to stakeholders.
• Coach new trainees in the classroom and during production transition.
• Identify learner challenges and create supportive plans.
• Coach learners to meet transition performance benchmarks.

Skills

Communication

Coaching

Customer service

Organizational skills

Problem solving

Education

Adult Education Certificate/Training and Development Certificate

Job description

Job Description: Overview: We are looking for a positive and professional Training Facilitator to join our team of trainers who report to our Training Manager. This is opportunity starts with establishing our training practice with new and existing clients. You would be primarily responsible for delivering on brand classroom training techniques and soft skills. The role also includes coaching and managing performance in the classroom and as learners' transition into the production environment. It may also be possible to help the training design team to modify and improve the training content. This opportunity is to support our Canadian banking portfolio with responsibility for the delivery of brand, technical and soft skills training through classroom (up to 18 participants) and group training (5-7 participants). The role also includes coaching and performance management in the classroom and while learners' transition into production. Position: Training Specialist Position Status: Full Time On-Site available Hours of Work: Monday-Sunday 07:00 - 16:00 EST/ 16:00 - 01:00 EST

Responsibilities:

• Preparation for delivery of training including systems, facilities, course materials and welcome emails to class participants
• Uses adult learning principles to conduct in-class technical and/or soft skills training for new and existing employees. Class sizes can vary from 2 to 20 participants
• Adheres to processes and methodologies to fulfill delivery and report on the delivery of scheduled training curriculum and related activities aligned with operational strategies and goals
• Completion of all mandatory privacy, security, and fraud training
• Uses standardized evaluations to assess training impact/effectiveness and provides results and suggestions to key stakeholders in Operations, Recruitment and Training Design
• Provides support and coaching to new trainees in the classroom, and as they transition into production, to ensure that learners are adequately skilled and supported to meet their key performance goals
• Identifies unique challenges of some learners and creates supportive plans to address
• Coaches' learners on early performance so that they meet transition performance benchmarks

Requirements:

• Credit Card and or Financial Industry experience (as required based on portfolio)
• Excellent communication skills in both official languages (English/French), verbal and written required
• 1-2 years operational and customer service experience within a Contact Centre is considered an asset
• Flexibility to prepare for and conduct training sessions as scheduled or as necessitated by operational requirements including but not limited to: (day shift - 7am - 3 pm; 9am - 5 pm and/or evening shift 3:00 pm - 11:00 pm)
• Strong organizational skills and time management skills
• Passionate customer orientation
• Natural solutions orientation
• Experience providing feedback in a supportive manner
• Ability to identify performance trends and put a customized action plan in place.
• Take initiative to rectify problems in the training environment & see through to resolution
• Coaching experience, demonstrating listening, understanding, providing feedback, and setting goals
• Must work well with changing priorities
• Comfortable with matrix leadership structures
• Completion of Adult Education Certificate/Training and Development Certificate or in progress considered an asset or relevant experience.