Process Trainer | Onsite Cebu City

HGS Offshore Staffing Solutions; Cebu City; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading staffing solutions provider in Cebu City is seeking a Trainer & Quality Analyst to deliver effective training programs and support quality assurance initiatives. The ideal candidate will have a Bachelor’s degree and 2-4 years of experience in the BPO industry, equipped to enhance customer service standards and performance metrics. This role offers a dynamic environment focused on continuous learning and excellence.

Qualifications

• Bachelor’s degree in any discipline preferred.
• 2-4 years of experience in training delivery or quality assurance.
• Strong understanding of QA frameworks and performance KPIs.

Responsibilities

• Train new hires and deliver refresher sessions.
• Update training content based on feedback.
• Audit interactions for quality and provide actionable feedback.

Skills

Training delivery

Quality assurance

Customer service standards

MS Office Suite proficiency

Education

Bachelor’s degree

Tools

CRM platforms (Five9)

Job description

Role Overview

The Trainer & Quality Analyst plays a dual role, responsible for delivering effective training programs that enable new hires and existing employees to perform at their best, while also supporting quality assurance initiatives. This role ensures that customer service standards, process knowledge, and performance expectations are consistently met through training, coaching, and quality evaluations.

Key Responsibilities

• Train new hires and deliver refresher sessions to boost performance.
• Update training content based on feedback and process changes.
• Assess training impact through evaluations and performance metrics.
• Audit interactions for quality and provide actionable feedback.
• Align QA standards through calibration, feedback, and review sessions to maintain a high standard of quality and learning.
• Share insights and recommend improvements based on trends.
• Collaborate across teams to support continuous learning and excellence.

Qualifications & Experience

• Bachelor’s degree in any discipline preferred.
• Experience in a BPO or customer service environment, including at least 2-4 years’ experience in training delivery or quality assurance.
• Proven ability to deliver engaging and effective classroom training sessions.
• Strong understanding of QA frameworks, customer service standards, and performance KPIs.
• Proficiency in MS Office Suite and exposure to CRM/telephony platforms (Five9 – Preferred).