Trainer

Crescendo Staffing and Business Consulting Inc.; Manila; On-site; PHP 1,486,325 - 2,080,856; Full time

Job summary

A staffing and business consulting firm is seeking a Trainer for its insurance operations in Manila. The Trainer will be responsible for designing and delivering training programs to ensure employees are well-equipped with the necessary skills. Ideal candidates have 1-2 years of insurance experience, 2-3 years in a contact center, and strong facilitation and communication skills. This role offers a dynamic work environment focused on continuous improvement in training outcomes.

Qualifications

• 1-2 years of pure insurance experience, preferably in billing, account management, or policy servicing.
• Minimum of 2-3 years of contact center experience.
• At least 1 year in a training or learning & development role.

Responsibilities

• Develop and deliver training programs for new hires and tenured employees.
• Facilitate insurance-related training on billing, account management, and policy servicing.
• Create and maintain training materials, job aids, and documentation.
• Assess training effectiveness through evaluations, audits, and performance data.
• Identify skill gaps and recommend training interventions.

Skills

Analytical skills

Communication skills

Documentation skills

Detail-oriented

Facilitation skills

Presentation skills

Problem-solving skills

Education

Bachelor’s degree (preferred)

Equivalent work experience accepted

Tools

MS Office applications

QA tools

CRM platforms

Contact center systems

Job description

Job Summary

The Trainer is responsible for designing, delivering, and continuously improving training programs that support insurance operations within a contact center environment. This role ensures employees are equipped with the knowledge, skills, and tools needed to perform billing, account management, and policy servicing functions accurately and efficiently.

Qualifications

• Bachelor’s degree preferred; equivalent work experience accepted
• 1–2 years of pure insurance experience, preferably in:
• Billing
• Account management
• Policy servicing
• Minimum of 2–3 years of contact center experience
• At least 1 year in a training or learning & development role
• Strong knowledge of:
• Insurance billing processes
• ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office applications
• Experience using QA tools, CRM platforms, and contact center systems
• Highly detail-oriented, with the ability to identify trends and recommend solutions

Key Responsibilities

• Develop and deliver training programs for new hires and tenured employees
• Facilitate insurance-related training on billing, account management, and policy servicing
• Create and maintain training materials, job aids, and documentation
• Assess training effectiveness through evaluations, audits, and performance data
• Identify skill gaps and recommend training interventions
• Collaborate with QA and Operations teams to align training with quality standards
• Support refresher training and continuous improvement initiatives
• Track training completion and maintain accurate records

Key Competencies

• Strong facilitation and presentation skills
• Ability to simplify complex insurance concepts
• Analytical mindset with attention to detail
• Effective communication and documentation
• Adaptability in a fast-paced contact center environment