QA/Trainer - Customer Service (On-site, Cebu)

HGS Offshore Staffing Solutions; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Job summary

HGS Offshore Staffing Solutions seeks a Trainer to develop Service Delivery employees, ensuring they have the knowledge and skills for quality customer service. You will train, onboard, and refresh staff, develop materials, and monitor performance in a shifting on-site schedule at Cebu.

Responsibilities include QA audits of interactions, identifying gaps, collaborating with Team Leaders and Quality, and maintaining records while driving continuous process improvements.

Qualifications

• At least a year of experience as a Trainer.
• At least a year of experience in QA (auditing agents' calls, emails, chats).
• Willing to work on site (office: 1 Nito Tower, Cebu) following a shifting schedule.

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 auditing

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

• At least a year of experience in QA (auditing agents' calls, emails, chats)

• Willing to work on site (office: 1 Nito Tower, Cebu) following a shifting schedule