Process & Comm Training Analyst

NTT DATA, Inc.; Quezon City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading technology services provider in Quezon City, Philippines is seeking a Training Specialist to support call center operations. This role focuses on delivering high-quality training, coaching, and development for employees. Ideal candidates have experience in the credit card or financial industry, excellent communication skills in English and French, and a strong customer-first attitude. Join this inclusive and forward-thinking team to enhance employee performance and meet operational goals.

Qualifications

• Credit Card and/or Financial Industry experience required for assigned portfolio.
• 2 years of experience in contact center operations or customer service is an asset.
• Ability to conduct training across various shifts as required.

Responsibilities

• Prepare all training logistics, including system access and training materials.
• Deliver engaging classroom-based technical and soft skills training.
• Provide hands-on coaching and support to trainees during their transition to production.

Skills

Excellent verbal and written communication skills in both English and French

Strong organizational and time-management skills

Customer-first attitude

Natural problem-solving and solutions-oriented mindset

Ability to identify performance gaps and create targeted action plans

Strong interpersonal skills

Education

Adult Education Certificate or Training & Development Certificate

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward‑thinking organization, apply now.

We are currently seeking a Process & Comm Training Analyst to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).

Job Posting: Training Specialist – Call Center

Position: Training Specialist
Status: Full‑Time (On‑Site Available)
Hours of Work: Monday–Sunday

• 07:00–16:00 EST
• 16:00–01:00 EST

About the Role

We are seeking an enthusiastic and knowledgeable Training Specialist to support our call center operations through high‑quality training delivery, coaching, and learner development. This role is essential in ensuring our new and existing employees are equipped with the skills, knowledge, and confidence to meet performance expectations in a dynamic contact center environment.

Key Responsibilities

• Prepare all training logistics, including system access, classroom setup, training materials, and welcome communications for participants.
• Ensure all required privacy, security, and fraud training modules are completed on time.
• Deliver engaging classroom‑based technical and soft skills training using adult learning principles.
• Facilitate new hire and upskill training sessions for groups ranging from 2 to 20 participants.
• Follow established processes and methodologies to deliver and report on training aligned with operational goals.
• Provide hands‑on coaching and support to trainees in the classroom and during their transition to production.
• Identify learners who may need additional support and develop individualized plans to address challenges.
• Coach learners on early performance expectations to help them meet transition benchmarks.
• Use standardized evaluation tools to assess training effectiveness.
• Share feedback, performance metrics, and recommendations with Operations, Recruitment, and Training Design teams.
• Identify performance trends and collaborate on action plans for improvement.
• Take initiative to resolve issues impacting the training environment.

Requirements

• Credit Card and/or Financial Industry experience (required for assigned portfolio).
• Excellent verbal and written communication skills in both English and French.
• 2 years of experience in contact center operations or customer service (asset).
• Ability to conduct training across various shifts as required (7am–3pm, 9am–5pm, 3pm–11pm).
• Strong organizational and time‑management skills.
• Demonstrated customer‑first attitude.
• Natural problem‑solving and solutions‑oriented mindset.
• Ability to identify performance gaps and create targeted action plans.
• Comfortable navigating a fast‑paced environment with shifting priorities.
• Strong interpersonal skills and ability to work within matrix leadership structures.

Education

• Completion of an Adult Education Certificate or Training & Development Certificate, or active enrollment, is considered an asset.
• Equivalent experience in training, coaching, or facilitation will also be considered.

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