TRAINER I

Qualfon; Pajo; On-site; PHP 279,000 - 390,600; Full time

Job summary

Qualfon, located in Cebu, Philippines, is seeking a Training Specialist to deliver training programs to new hires and provide coaching to improve performance. This role requires a college degree and between 6 months to 1 year of experience in training and development, ideally within a call center environment.

The ideal candidate will possess strong competencies in data management, presentation skills, and effective communication. A collaborative approach is essential as the role involves monitoring agent performance and acting as a subject-matter expert.

Qualifications

• College graduate in any field or equivalent.
• Minimum of 6 months to 1 year of work experience in training and development, preferably in a call center setting.

Responsibilities

• Delivers training program to new hires prior to endorsement to nesting.
• Provides coaching on specific areas of the trainee.
• Monitors agent performance as a collaborative effort with the assigned mentor.
• Acts as a subject-matter expert (SME) on a specific area of support.

Skills

Data Management

Training, Teaching & Instructing

Presentation Skills

Coaching, Counseling & Mentoring

Communication

Education

Bachelor’s Degree

Job description

Responsibilities

• Delivers training program to new hires prior to endorsement to nesting.
• Answers all questions in a timely manner.
• Ensures training rules and regulations are strictly followed.
• Provides coaching on specific areas of the trainee.
• Sets training expectations.
• Provides an overview of the training flow and encourages full participation and interaction.
• Participates in training design, suggesting new ideas to improve training programs and delivery.
• Conducts training‑needs assessment, identifies problems or needs of trainees and the training program, and seeks solutions to improve learning and overall performance.
• Participates during program evaluation.
• Monitors agent performance as a collaborative effort with the assigned mentor.
• Compiles training reports and keeps training documents (quizzes, exam links, manuals) for internal and external audits.
• Attends calibrations, meetings and conference calls.
• Acts as a subject‑matter expert (SME) on a specific area of support and escalates issues to Miami business owners for resolution.

Qualifications

• College graduate in any field or equivalent.
• Minimum of 6 months to 1 year of work experience in training and development, preferably in a call‑center setting.
• Bachelor’s Degree.

Competencies

• Data Management
  • Ability to plan, develop and manage data storage and retrieval systems using accepted data models, standards and processes.
• Training, Teaching & Instructing
  • Ability to train, teach or instruct employees by providing procedures, standards, quality parameters, practices, equipment operation and software knowledge.
  • Ability to develop and deliver relevant training that supports employee growth or performance improvement.
• Presentation Skills
  • Ability to deliver presentations suited to audience needs.
  • Demonstrates competency in presentation tools, content organization, visual aids and communication style.
• Coaching, Counseling & Mentoring
  • Ability to guide and provide feedback to improve knowledge, skills and performance.
  • Uses techniques such as reflective listening, communication and goal setting.
• Communication
  • Ability to clearly transmit and receive information across various channels and media.