QA Trainer & Service Quality Coach

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

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.