Process Trainer

Tata Consultancy Services Limited; Central Luzon; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services is hiring for a training specialist based in Angeles, Pampanga. The role involves designing and delivering new hire training, cross-skilling, and refresher programs in an in-office setup.

You will create training plans aligned to bank SOPs and adult learning principles, and facilitate both virtual and onsite sessions. You will conduct knowledge checks, certifications, and weekly to quarterly reviews with management, while coaching team members to ensure adherence to

Qualifications

• Strong communication skills and English proficiency.
• Ability to work independently and in a team.
• Training and teaching skills with ability to manage time and priorities.

Responsibilities

• Design new hire training, cross-skilling, and refresher programs.
• Create training plans aligned to SOPs and adult learning principles.
• Facilitate virtual and onsite training with scenario- and case-based methods.
• Conduct knowledge checks, assessments, and certification.
• Lead call quality metrics reviews, coaching, and mentoring.

Skills

Strong communication

Teamwork

Critical listening

Training delivery

Strategic management

Negotiation

Time management

Customer service

Decision making

Job description

Job Description

Location: Angeles, Pampanga

Work Set up: Working in Office

Design new hire training, cross-skilling, and refresher programs

Create training plans aligned to bank SOPs, Adult learning principles

Facilitate Virtual & Onsite training

Scenario-based and case-based training

Knowledge checks and certification assessment

Responsible for all Qualitative Metrics (Quality Scores, Complaince scores & Repeat errors)

Weekly/Monthly/Quarterly reviews with management

Call Auditing, Call monitoring, Call calibration.

Provide coaching and mentoring to new and existing team members on an on-going basis.

Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks

Ensure that the team is adhering to the prescribed quality parameters

To actively participate in providing feedback (positive and negative)

Conduct team briefings and discussions on a regular basis

Need to maintain all the Reports & MIS for the same.

Person Specification

• Strong communication skills.Language proficiency in English
• Ability to work independently and within a team environment
• Critical listening and thinking skills
• Training/teaching skills
• Strategic management skills
• Negotiation skills/experience
• Time management skills
• Customer service oriented
• Decision making/problem solving skills