Universal Trainer

Peak Outsourcing; Pajo; On-site; PHP 279,000 - 502,000; Full time

Job summary

Peak Outsourcing seeks a training and development professional to design and deliver instructional solutions, focusing on TNA, curriculum development, and ongoing improvement of QA processes. The role includes onboarding, assessments, and facilitation of leadership development programs to align employees with strategic objectives.

You will develop classroom and digital materials, conduct knowledge tests, and coordinate with departments to implement process improvements, coaching, and continuous

Qualifications

• Experience in TNA and curriculum development.
• Ability to design and evaluate instructional materials.
• Strong data analysis to identify training needs.

Responsibilities

• Perform Training Needs Analysis using QA performance and trends.
• Develop training plans and agendas; create materials and manuals.
• Instruct employee training and onboarding; review performance.
• Coordinate with departments for process improvements and training needs.
• Facilitate product knowledge tests; conduct refresher and skill enhancement courses.
• Maintain training material databases; update courses regularly.
• Coaching, feedback, and motion study activities; mock calls/simulations.

Skills

Excellent communication

Persuasion

Active listening

Problem solving

Data analysis

Performance feedback

Multitasking

QA calibration

Organizational skills

Public speaking

Job description

Provide a high level of training and development service to the company and its clients specifically oninstructional design (i.e. TNA, curriculum development, continuous TQA process improvement and posttraining evaluations), and on corporate and leadership development program facilitation; ensuringemployees are fully equipped with the necessary competencies and work values that will help them tohighly perform, thereby helping the company achieve its strategic objectives.

Role and Responsibilities

• Training Needs Analysis- Using the QA performance, trending data & other sources of data.
• Conducts assessment to measure retention and understanding.
• Utilizes solid analytical and decision-making skills to assess performance trends and the learning needs.
• Identifying training needs by evaluating strengths and weaknesses.
• Prepares training plans and agenda.
• Maintains a database of all training materials
• Instructs employee training and onboarding
• Review employee performance and learning
• Develops or oversees the production of classroom handouts, instructional materials, aids andmanuals. Test and review created materials.
• Prepares and facilitates product knowledge tests.
• Coordinates with other departments for process implementations/improvements.
• Provides support to other departments with training related needs.
• 1 . SBS (Side by side) with agents to evaluate performance
• 2. Update courses
• 3. Refresher courses
• 4. Skill Enhancement courses
• 5. Call or Chat Time as part of continuous application and exposure for training purposes
• 6. Cover if there is surge of chats or calls
• 7. Coaching and feedbacking
• 8. Motion Study
• 9. Mock calls or call simulations

INSTRUCTIONAL DESIGN

• Designs and develops Targeted Learning Solutions to close Identified Gaps; strengthening OrganizationalCapabilities and ensuring that the Organization meets or exceeds its Performance Targets and BusinessGoals.

TRAINING AUDITS / PROGRAM EVALUATION

• Oversees and audits the end-to-end execution and evaluation of all Account Specific Trainings,Continuous Learning Sessions, Individual/Group Coaching Sessions, etc.

Preferred Skills

• a) Excellent oral, written and interpersonal communication skill
• b) Experience persuading audience and front-line employees to support new initiatives
• c) Exceptional listening skills
• d) Problem-Solving skills
• e) Excellent ability toidentify andanalyze datafor trends
• f) Experience inproviding performance feedback
• h) Ability to multitask and performing constantly changing environment
• i) Experience managing and driving team calibration to QA requirements
• j) Strong organizational, planning, prioritization skills
• k) Capacity to present oneself professionally in public