Trainer – Insurance

Gratitude Philippines; Muntinlupa; On-site; PHP 406,224 - 486,576; Full time

Job summary

A leading insurance training organization in Alabang, Muntinlupa City is looking for a Trainer – Insurance to design and deliver effective training programs for contact center agents. The role requires 1–2 years of insurance experience and at least 1 year in a training role. Strong analytical, communication, and documentation skills are essential. This is an onsite position with a graveyard shift. Competitive salary of PHP 40,000 is offered.

Qualifications

• 1–2 years of pure insurance experience (billing, account management, or policy servicing).
• 2–3 years of contact center experience, with at least 1 year in a Training role.
• Strong knowledge of insurance billing processes and ECC account management.

Responsibilities

• Facilitate new hire training and upskilling sessions for insurance programs.
• Develop and maintain training materials and process documentation.
• Track trainee performance and readiness through assessments and evaluations.

Skills

Insurance billing processes

ECC account management

Analytical skills

Communication skills

Documentation skills

Presentation skills

Facilitation skills

Attention to detail

Education

Bachelor’s degree preferred; equivalent work experience accepted

Tools

MS Office

QA tools

CRM/contact center systems

Job description

Job Title: Trainer – Insurance

Status: Very Urgent | Active

Level: Supervisor

Headcount: 2

Location: Alabang, Muntinlupa City

Work Setup: Onsite

Shift: Graveyard (GY)

Salary: PHP 40,000

Target Start Date: 13 February

Job Overview

The Trainer – Insurance is responsible for designing, delivering, and continuously improving training programs for contact center agents handling insurance billing, ECC account management, and policy servicing. This role ensures agents meet quality, productivity, and compliance standards through effective onboarding, upskilling, and performance-based training interventions.

Key Responsibilities

• Facilitate new hire training, refresher courses, and upskilling sessions for insurance programs
• Develop, update, and maintain training materials, job aids, and process documentation
• Ensure accurate knowledge transfer of insurance billing, ECC account management, and policy servicing
• Partner with Operations and QA to identify performance gaps and training needs
• Track trainee performance and readiness through assessments, certifications, and evaluations
• Analyze QA results and operational metrics to recommend training improvements
• Ensure compliance with insurance regulations, company policies, and documentation standards
• Provide coaching support during nesting and post-training phases
• Prepare training reports, dashboards, and effectiveness metricsn

Qualifications

• Bachelor’s degree preferred; equivalent work experience accepted
• 1–2 years of pure insurance experience (billing, account management, or policy servicing)
• 2–3 years of contact center experience, with at least 1 year in a Training role
• Strong knowledge of insurance billing processes and ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office, QA tools, and CRM/contact center systems
• Highly detail-oriented with strong presentation and facilitation skills
• Willing to work onsite in Alabang, Muntinlupa City on a graveyard shift