Process Trainer

GMS BPO Inc.; Metro Manila; On-site; PHP 480,000 - 700,000; 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 is accountable for ensuring that Sales Agents, Customer Service Agents and Team Leaders can execute operational processes accurately, consistently and compliantly across all verticals.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Experience delivering process training in a contact centre or high-volume setting.
• Ability to design and administer assessments and onboarding.

Responsibilities

• Deliver structured training on operational processes across verticals.
• Train agents to navigate all systems including CRM and ticketing tools.
• Certify floor readiness and onboarding for new hires.
• Develop training content covering product features and rules.
• Lead process change training with regulatory and compliance focus.
• Design process guides, walkthroughs and assessment modules.

Skills

Facilitation

Learning & Development

Regulatory compliance

System navigation

Process training

Education

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

Tools

CRM systems

Dialer systems

Quoting engine

Partner portals

Job description

About the role

The Process Trainer is accountable for ensuring that every Sales Agent, Customer Service Agent and Team Leader in the Philippines contact centre can execute Cimet's operational processes accurately, consistently and compliantly across all verticals — Energy, Broadband, Mobile, Private Health Insurance, and Personal Loans and Credit Cards. The role owns process, system and product-technical capability. It converts source documentation — standard operating procedures, retailer and partner requirements, system releases, campaign briefs, compliance directives and regulatory obligations — into practical learning content, and validates through assessment and certification that the process is being applied correctly on the floor, not merely understood in the classroom. This is a control role as much as a training role. The Process Trainer is the point of accountability for process accuracy in the Philippines contact centre.

Key responsibilities

• Deliver structured training on all operational processes across the Energy, Broadband, Mobile, Private Health Insurance, and Personal Loans and Credit Cards verticals
• Train agents to navigate and correctly use all operational systems, including the CRM, dialler, comparison and quoting engine, retailer and partner portals, ticketing tools and internal workflow platforms
• Ensure agents can execute the full transaction path end to end: lead handling, eligibility and suitability checks, product selection, mandatory disclosures, consent capture, data entry, submission and post-submission handling
• Deliver the process and systems component of new-hire onboarding for all Sales and Customer Service intakes and certify floor readiness
• Develop and maintain training content covering product features, plan structures, pricing mechanics, eligibility criteria, exclusions, waiting periods, contract terms, and switching and cooling-off rules across all verticals
• Act as the Learning & Development receiving point for all process, system, product, partner and campaign changes affecting the Philippines floor
• Train agents on the regulatory and compliance requirements governing each transaction type, including explicit informed consent, mandatory disclosures, identity and authority verification, vulnerable customer handling, and record-keeping obligations
• Design and maintain process guides, system walkthroughs, facilitator guides, quick reference cards, decision trees, scenario libraries, assessments and refresher modules
• Design and administer process assessments that test application rather than recall, and operate a certification model for high-risk processes
• Conduct structured Training Needs Analysis using QA defect data, compliance findings, retailer rejection reasons, rework and error rates, system audit trails, call observations, and Team Leader and Operations feedback

About you

• Bachelor's degree in Business Administration, Education, Learning & Development, Communications, Human Resources, or a related field
• Minimum 4 years' experience in process training, learning and development, or a similar capability role within a contact centre or high-volume operational environment
• Demonstrated experience training operational processes and multiple business systems to frontline populations
• Experience delivering new-hire onboarding through to certified floor readiness, including assessment design and administration
• Experience managing training for process, product, system or regulatory change in a live operational environment
• Experience working in a regulated or compliance-sensitive environment, with an understanding of documentation and audit trail obligations
• Strong process discipline and attention to detail, with a low tolerance for approximation in operational instruction
• Ability to read source documentation and convert it accurately into learning content
• Strong systems aptitude and the ability to learn new platforms quickly and teach them clearly
• Excellent facilitation capability in both classroom and virtual settings, with a hands-on rather than presentation-led delivery style

About us

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.