Process Trainer - Customer Service (On-site, BGC)

HGS Offshore Staffing Solutions; Taguig; Hybrid; PHP 260,000 - 380,000; Full time

Job summary

HGS Offshore Staffing Solutions is seeking a capable Trainer to develop Service Delivery staff by delivering onboarding and refresher programs, and by creating engaging training materials and e-learning content. You will monitor trainee performance, conduct quality audits of interactions, identify gaps, and collaborate with Team Leaders, Quality, and Knowledge Management to drive process improvements.

The role is on-site in BGC, Taguig with a morning shift, and requires at least one year of

Qualifications

• At least a year of experience as a Trainer.
• Experience in QA audits of calls, emails, and chats.
• Willing to work on site at BGC, Taguig, on a morning shift.

Responsibilities

• Train and onboard new employees.
• Deliver refresher and upskilling training for existing employees.
• Create and update training materials and e-learning content.
• Monitor trainee performance and identify areas for improvement.
• Conduct quality audits of customer interactions.
• Identify common errors and knowledge gaps and provide appropriate training.
• Work with Team Leaders, Quality, and Knowledge Management teams to improve processes and training.
• Maintain training and quality records and prepare reports.
• Support continuous improvement of Service Delivery processes and performance.

Skills

Trainer experience

QA audits

Job description

The Trainer is responsible for training and developing Service Delivery employees to ensure they have the right knowledge and skills to provide quality customer service.

Key Responsibilities

• Train and onboard new employees.




• Deliver refresher and upskilling training for existing employees.




• Create and update training materials and e-learning content.




• Monitor trainee performance and identify areas for improvement.




• Conduct quality audits of customer interactions.




• Identify common errors and knowledge gaps and provide appropriate training.




• Work with Team Leaders, Quality, and Knowledge Management teams to improve processes and training.




• Maintain training and quality records and prepare reports.




• Support continuous improvement of Service Delivery processes and performance.

Key Skills

• At least a year of experience as a Trainer




• Experience in QA (auditing agents' calls, emails, chats)




• Willing to work on site (office: BGC, Taguig) following a morning shift schedule