Learning and Development Officer Jobs

Helpware

Location:
Philippines, Cebu

Category:
Human Resources

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Learning and Development Officer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing newly hired staff with product knowledge, company information, and the necessary customer service skills. In addition to this, trainers provide cross-training, new product training, updates, refreshers, and recursive training, and deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

Job Responsibility:

Creates lesson plans for training delivery
Reviews, evaluates, and modifies, if necessary, the training curriculum
Prepares materials and resources for training delivery
Reserves training room and equipment
Provides clear instruction using a variety of techniques and activities
Enforces adherence and attendance of participants
Maintains a positive learning environment
Evaluates learning and mastery of content, skills, and procedures
Provides feedback and guidance to learners
Enforces company rules and policies during training hours
Completes daily, weekly, and end of training reports and submits them to all pertinent parties
Signs off trainees with individual reports to the operations supervisor
Records and explains training attrition
Recommends changes to curriculum, methods or activities based on observations during training delivery
Partners with QA to determine areas of opportunity in CSR performance
Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs
Recommends training initiatives to support operations in surpassing KPIs and metrics
Develops action plans to remedy deficiencies
Takes calls meeting the account weekly quota
Performs quality audits to meet the account weekly quota
Attends calibration sessions
Reads all new processes and procedures provided by the client and/or operations
Receives refresher training as necessary
Remains informed and current in instructional practices, teaching methodologies, and training best practices
Supports all areas of account operations in order to provide knowledgeable, competent, and motivated staff
Interacts with clients when necessary for training purposes
Develops training materials to ensure documentation is current and relevant given market changes and evolution
May contribute to the design of training events and learning solutions
Tracks and manages performance in the classroom and, if required, manage the transition to team mgr./stakeholder
Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.

Requirements:

Must be a regular employee
No behavioral or disciplinary case over the last 6 mos.
No attendance-related sanction higher than a 1st written warning at the time of application
No business impacting call-out from the client over the last 3 mos.

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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Learning and Development Officer