Process Trainer

Position: Process Trainer

Location: MOA Pasay Philippines.

Salary: PHP 35000 max basic

Joining Date: ASAP

Qualifications:

• At least 1 year experience as a Process Trainer experience in the BPO industry
• Flexible in reporting to site on shifting schedule

Overview:
The primary role of the job is to educate and produce competent staff to deliver clientset requirements. The job focuses on transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for developing and improving the processspecific curriculum conducting training needs analysis creating content to meet the clientset updates organizing cross and upskill training and reporting to process owners.

Responsibilities:

• Classroom Management:
• Conducts new hire interview and provide feedback to operations
• Conducts classroom process training/uptraining/crossskilling for new hires/tenured/transfer employees of the specific process
• Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)
• Monitors attendance during the entire process training
• Formulates effective exercises or assessments for essential learning improvements
• Monitors and evaluates operations programs processes and/or practices for quality and effectiveness; make recommendations for improvement
• Continuously plans and organizes the training course and design as suited to the needs of the process
• Ensure compliance to client and organizational policies and procedures
• Reports directly to the client the update of the training class or process clarification
• Deliberate new hires that needs support and coaching
• Monitor trainees postnesting performance for the first 3 months after being endorsed to operations
• Establish and define the structure of the learning context
• Convey leadership to individuals and teams within scope
• Implement and demonstrate efficient training methods
• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs.
• Modules/Uptraining/Initiatives:
• Develop and implement an effective system for process updates as and when required by the process/clients
• Update Training curriculum on an ongoing basis
• Design update and/or prepare training/instructional materials teaching aids and devices in accordance to client curriculum
• Conduct team huddle and provide floor and online support for process updates
• Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis
• Conduct followup training sessions to measure training effectiveness
• Collaborate with the quality and operations for process improvements
• Individual Development (Production QA Score):
• Contribute to production either through processing bills or cases or taking inbound calls in the absence of a training batch/requirement
• Other Functions:
• Create training dashboard and attend in weekly/monthly business review
• Partake during client visits
• Support processes in migration phase
• Steps up for the process in the absence of the Assistant Manager

Performance Parameters:

• Excellent classroom management and training effectiveness
• Quality and precision of reports deliverables and production
• Adherence to attendance and schedule
• Develop and implement effective system in cascading process updates
• Initiate proposal for process improvement
• Assess evaluate and analyze training needs through followup sessions
• Strict compliance to client and organizational rules and directives
• Clients/customer relations at a professional level to guarantee client satisfaction

Primary Internal Interactions:

• Trainees to evaluate training effectiveness coaching and assessing work readiness
• Team/s of Nurse Associates to train coach conduct upskilling or crossskilling and assessing work readiness
• Quality team to calibrate process clarifying audits identify challenges and top drivers and cooperate with the process improvement
• Supervisor to report performance seek assistance and support for any training concerns monthly evaluation of performance develop training modules and update of training curriculum
• Lead Assistant Managers and leaders to identify training needs and followup

Primary External Interactions:

• Vendors for reports updates and presentation of business review

Organizational Relationships:
Reports To: Assistant Manager Process Training
Supervises: Executives/Sr. Executives