Trainer (Collections) | with relocation package

Ubiquity; Iloilo; On-site; PHP 300,000 - 540,000; Full time

Job summary

Ubiquity is seeking a Process Trainer (Collections) to deliver high-quality training, accelerate new hire readiness, and support operational excellence. The role involves coaching, effective instruction, and ensuring training materials stay current with operations.

You will measure success through trainee performance, training effectiveness, and adherence to certification standards, contributing to process improvements.

Qualifications

• Bachelor’s degree or equivalent in Training, Education, Operations, or related field.
• Excellent communication skills (minimum B2, C1 preferred).
• At least 3 years in a BPO collections environment.
• Knowledge of US collections laws and regulations.
• Strong facilitation, communication, and coaching abilities.
• Ability to translate complex processes into learner-friendly content.
• Experience tracking training effectiveness and performance outcomes.
• Strong cross-functional collaboration with Operations and Quality.

Responsibilities

• Deliver process, systems, and soft skills training for new hires and upskilling programs.
• Facilitate engaging, learner-centered sessions with retention and on-the-job application.
• Maintain trainer readiness via Quarterly Trainer Skills Certification.
• Track KPI performance and training effectiveness; monitor trainee progress.
• Partner with Operations, Quality, Nesting to deliver interventions from nesting to production.
• Update and validate training materials; close the loop on quality.

Skills

Communication

Facilitation

Coaching

Data-driven

Collaboration

Education

Bachelor's degree

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As aCollections Trainer,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

Job Summary

The Process Trainer (Collections) is responsible for delivering high-quality, consistent, and performance-driven training that accelerates new hire readiness and supports operational excellence.

The role focuses on equipping learners with the knowledge and skills needed to meet performance targets within defined timelines through effective instruction, coaching, and skills reinforcement. The Process Trainer also ensures that training materials remain accurate, relevant, and aligned with operational requirements.

Success in this role is measured by trainee performance, training effectiveness, and adherence to established training and certification standards.

Key Responsibilities

• Training Delivery & Facilitation
  Deliver process, systems, and soft skills training for new hires and upskilling programs in alignment with business requirements.
  Facilitate engaging, learner-centered sessions that support knowledge retention and on-the-job application.
  Maintain trainer readiness by completing Quarterly Trainer Skills Certification to ensure high delivery and facilitation standards.
  

• Key Performance Metrics (Success Measures)
  Achievement vs. Target for Top 3 KPIs (Percent to Goal)
  Quarterly Trainer Skills Certification completion
  Trainer Phonetime (minimum 15 calls/month)
  Trainer Evaluation Survey results and Post-Training Survey – Training Material Effectiveness scores
  Effectiveness of Targeted Interventions from Nesting to Production
  Quality & Consistency of Training Materials (Closed Loop)
  Percent of New Hires Achieving KPI by 90 Days in Production
  60-Day New Hire Throughput (Day 1 HC vs. 60-Day HC)
  Completion of Agent Lifecycle Playbook Discussion'=

• Performance & KPI Impact
  Drive Achievement vs. Target for Top 3 KPIs, measured by percent-to-goal performance of trainees post-training
  Support new hires in achieving required performance benchmarks, including Percent of New Hires Achieving KPI by 90 Days in Production.
  Monitor 60-Day New Hire Throughput, ensuring effective ramp-up from Day 1 headcount to 60 days post-training.

• Coaching, Nesting, and Interventions
  Conduct a minimum of 15 calls per month calibration, or skill practice to maintain process expertise.
  Partner with Operations, Quality, and Nesting teams to deliver Targeted Interventions from Nesting to Production, addressing skill gaps early and reducing time to proficiency.
  Participate in and complete Agent Lifecycle Playbook Discussions to ensure alignment with end-to-end employee development expectations.
  

• Content Quality & Continuous Improvement
  Review, update, and maintain training materials using a Quality & Consistency Closed-Loop Review Process to ensure accuracy, clarity, and alignment with current operations.
  Collaborate with Quality, Operations, and stakeholders to validate content before deployment, minimizing confusion and ramp-up time.
  Identify trends from training data, surveys, and performance metrics to recommend improvements to curriculum and delivery methods.
  Achieve passing percentage of improvement expectations for training intervention initiatives

What We’re Looking For:

• Bachelor’s degree or equivalent experience in Training, Education, Operations, or a related field.

• Good communications skills (minimum B2, C1 is preferred)

• Minimum 3 years working in a BPO collections environment

• Has functional knowledge of US collections laws and regulations

• Strong facilitation, communication, and coaching skills.

• Ability to translate complex processes into clear, learner-friendly content.

• Data-driven mindset with experience tracking training effectiveness and performance outcomes.

• Strong collaboration skills with Operations, Quality, and cross-functional partners

Why Join Us?

Head:Access to career development programs that help you grow professionally and personally.

Heart:Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle:Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.