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Training Specialist - Tech (Vertis North)

Základní informace

Ref Number

Req_00163882

Primary Location

PH - Manila - Vertis North CC - Tower 3

Country

Philippines

Job Type

Business Process Outsourcing

Work Style

On Site

Popis a požadavky

The Trainer is responsible for preparing customer service representatives to perform effectively through product knowledge, company information, and customer service skills training. This includes new hire, cross-training, refreshers, and updates delivered via classroom, e-learning, or blended methods.

Key Responsibilities:

  • Plan, prepare, and deliver training sessions, ensuring materials and resources are up to date.

  • Facilitate learning using varied instructional techniques while maintaining a positive environment.

  • Monitor, evaluate, and report on trainee progress; provide feedback and recommend curriculum adjustments as needed.

  • Conduct needs analysis with QA, identify performance gaps, and propose training initiatives to improve KPIs.

  • Stay updated on processes, attend calibrations, and meet account requirements through calls and quality audits.

  • Support account operations, collaborate with clients for curriculum updates, and maintain training documentation.

  • Perform other tasks assigned by the account manager related to training quality and trainee transition.


Qualifications:
  • Minimum of 3 years of university studies completed
  • At least two (2) years experience in a call center or any similar industry
  • At least one (1) year of experience as a training specialist is preferred
  • Knowledge in software services application and instructional design
  • Understanding on how email services work
  • Exposure in CRM tool, ideally in Zendesk
  • Knowledge in basic Google Suite
  • Good verbal and written communication skills
  • Good facilitation skills

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:


  • We passionately put our customers and communities first
  • We embrace change and innovate courageously 
  • We grow together through spirited teamwork 

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.  

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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