ROLE: Process Trainer
Location: MOA, Pasay, Philippines.
Salary: PHP PHP 35,000 max basic
Project: Healthcare / Clinical Services
Language: English (Filipino)
Joining Date: ASAP or 12th August, 2024
Headcounts: 3
Must Have: at least 1 year Process Trainer experience in the BPO industry, Flexible in reporting to site on shifting schedule
Position Overview
The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.
Essential Functions
I. Classroom Management
o Conducts new hire interview and provide feedback to operations
o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process
o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)
o Monitors attendance during the entire process training
o Formulates effective exercises or assessments for essential learning improvements
o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
o Continuously plans and organizes the training course and design as suited to the needs of the process
o Ensure compliance to client and organizational policies and procedures
o Reports directly to the client the update of the training class or process clarification
o Deliberate new hires that needs support and coaching
o Monitor trainee's post-nesting performance for the first 3 months after being endorsed to operations
o Establish and define the structure of the learning context
o Convey leadership to individuals and teams within scope
o Implement and demonstrate efficient training methods
o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs.
II. Modules/Up-training/Initiatives
o Develop and implement an effective system for process updates as and when required by the process/clients
o Update Training curriculum on an ongoing basis
o Design, update and/or prepare training/instructional materials, teaching aids and devices in accordance to client curriculum
o Conduct team huddle and provide floor and online support for process updates
o Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis
o Conduct follow-up training sessions to measure training effectiveness
o Collaborate with the quality and operations for process improvements
III. Individual Development (Production, QA Score)
o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement
IV. Other Functions:
o Create training dashboard and attend in weekly/monthly business review
o Partake during client visits
o Support processes in migration phase
o Steps up for the process in the absence of the Assistant Manager
Performance parameters
o Excellent classroom management and training effectiveness
o Quality and precision of reports, deliverables and production
o Adherence to attendance and schedule
o Develop and implement effective system in cascading process updates
o Initiate proposal for process improvement
o Assess, evaluate and analyze training needs through follow-up sessions
o Strict compliance to client and organizational rules and directives
o Clients/customer relations at a professional level to guarantee client satisfaction
Primary Internal Interactions
o Trainees, to evaluate training effectiveness, coaching and assessing work readiness
o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness
o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement
o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum
o Lead Assistant Managers and leaders, to identify training needs and follow-up
Primary External Interactions
o Vendors, for reports, updates and presentation of business review
Organizational Relationships
Reports To : Assistant Manager, Process Training
Supervises : Executives/ Sr. Executives
Job Types: Full-time, Permanent
Pay: Php35,- 00 per month
Application Question(s): - What nationality are you
How many years of experience as a Process Trainer in a BPO Company
- How many years of experience in a BPO company (also mention the BPO Company name)
The role is urgent, the joining date is 12th August, 2024, can you join- The salary is fixed not negotiable, the salary the max salary is PHP 35,000 basic, are you okay with it
You will be contacted via Viber by HR - Purvi to schedule your interview, are you on Viber or whatsapp
