Trainer & QA Coach for Customer Care Excellence

Newstel Media Ltd; Hinoba-an; On-site; PHP 502,000 - 725,000; Full time

Job summary

Newstel Worldwide is seeking a dedicated trainer to coach and develop our agents across onboarding and continuous improvement initiatives. You will deliver onboarding sessions, refreshers, and workshops, using our materials and standards to ensure consistent agent performance.

You will evaluate QA, collaborate with Leaders, track progress, and provide actionable feedback. The role supports evolving training documentation and knowledge sharing across multiple accounts.

Qualifications

• At least 2 years of BPO experience within Newstel or a similar customer support environment.
• Strong understanding of Newstel policies, processes, and client expectations.
• Consistent performance record with good attendance and quality standing.
• Excellent written and verbal English communication skills.
• Able to organize training materials and work across multiple accounts when needed.
• No active written warnings; attendance points max 4.

Responsibilities

• Deliver onboarding sessions for new hires using Newstel's training materials and standards.
• Facilitate refresher sessions, process updates, and skill-building workshops for existing agents.
• Adapt training using different learning methods such as live facilitation, role plays, shadowing, self-paced learning, and coaching sessions.
• Create, update, and organize training modules, guides, assessments, and learning resources.
• Track trainee progress throughout training and nesting, and provide coaching where needed.
• Work closely with Team Leaders and Operations Supervisor to support agents who need additional development.
• Gather feedback after every training session and continuously improve the learning experience.

Skills

Facilitation

Coaching

English communication

Public speaking

Training materials organization

Tools

Zendesk

EvaluAgent

LearnUpon

Microsoft Office

Job description

Newstel Worldwide is seeking a dedicated trainer to coach and develop our agents across onboarding and continuous improvement initiatives. You will deliver onboarding sessions, refreshers, and workshops, using our materials and standards to ensure consistent agent performance.

You will evaluate QA, collaborate with Leaders, track progress, and provide actionable feedback. The role supports evolving training documentation and knowledge sharing across multiple accounts.