Process & Systems Training Lead - Contact Center

CIMET Philippines; Eastern Manila District; On-site; PHP 600,000 - 800,000; Full time

Job summary

CIMET SALES PTY LTD operates a Philippines contact centre delivering services across Energy, Broadband, Mobile, Private Health Insurance, and Personal Loans and Credit Cards verticals.

The Process Trainer will convert source documentation into practical learning content, certify floor readiness, and ensure process accuracy across all verticals in a high-volume contact centre environment.

Qualifications

• Bachelor’s degree in a related field.
• Minimum 4 years’ experience in process training or L&D in a contact centre or high-volume environment.
• Experience training operational processes and multiple systems to frontline populations.
• Experience onboarding through certified floor readiness with assessments.

Responsibilities

• Deliver structured training on operational processes across all verticals.
• Train agents to navigate and use all systems including CRM, dialler, and portals.
• Ensure end-to-end transaction path readiness and compliance.
• Onboard new hires to certified floor readiness with assessments.
• Develop training content covering product features, pricing, eligibility, and rules.
• Act as L&D contact for process, system, product, and campaign changes.
• Train on regulatory requirements including consent, disclosures, and record-keeping.
• Design process guides, system walkthroughs, facilitator guides, and materials.
• Design assessments and operate certification for high-risk processes.
• Conduct Training Needs Analysis using QA data and stakeholder feedback.

Skills

Training & learning & development

Process training

Regulatory compliance knowledge

Onboarding design

Facilitation (classroom & virtual)

Education

Bachelor's degree in Business Administration, Education, Learning & Development, Communications, Human Resources, or a related field

Tools

CRM

Dialler

Quoting engine

Ticketing tools

Internal workflow platforms

Job description

CIMET SALES PTY LTD operates a Philippines contact centre delivering services across Energy, Broadband, Mobile, Private Health Insurance, and Personal Loans and Credit Cards verticals.

The Process Trainer will convert source documentation into practical learning content, certify floor readiness, and ensure process accuracy across all verticals in a high-volume contact centre environment.