Job Description

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Collections

Shift Schedule | Restdays: Shifting schedules, UK time

Educational Requirement:

• Graduate of Bachelor's Degree

Work Experience:

• At least 2 years of work experience in UK collections, banking operations, and training in a call center or shared services environment
• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes
• Excellent communication & feedback/coaching Skills

Responsibilities:

• Training Delivery & Facilitation: Conduct classroom or virtual sessions for new hires, focusing on product knowledge, tools, soft skills, and compliance.
• Performance Management & Coaching: Monitor trainee performance during and after training, including during nesting, to ensure a smooth transition to the production floor.
• Curriculum & Content Development: Create and update training materials, manuals, and modules based on evolving business needs and quality gaps.
• Needs Analysis & Evaluation Assess training effectiveness through evaluations, metrics, and stakeholder feedback (Team Leaders, QA) to improve future training cycles.
• Quality & Operations Partnership: Collaborate with Quality Assurance (QA) and operations teams to identify areas for improvement and conduct targeted refresher training.