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Process & Comm Training Analyst

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NTT DATA

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Location:
Philippines , Quezon City

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

We are currently seeking a Process & Comm Training Analyst to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH). We are looking for a positive and professional Training Facilitator to join our team of trainers. This role involves delivering classroom training techniques and soft skills, coaching learners, and supporting our Canadian banking portfolio.

Job Responsibility:

  • Prepare all training logistics, including system access, classroom setup, training materials, and welcome communications for participants
  • Ensure all required privacy, security, and fraud training modules are completed on time
  • Deliver engaging classroom-based technical and soft skills training using adult learning principles
  • Facilitate new hire and upskill training sessions for groups ranging from 2 to 20 participants
  • Follow established processes and methodologies to deliver and report on training aligned with operational goals
  • Provide hands-on coaching and support to trainees in the classroom and during their transition to production
  • Identify learners who may need additional support and develop individualized plans to address challenges
  • Coach learners on early performance expectations to help them meet transition benchmarks
  • Use standardized evaluation tools to assess training effectiveness
  • Share feedback, performance metrics, and recommendations with Operations, Recruitment, and Training Design teams
  • Identify performance trends and collaborate on action plans for improvement
  • Take initiative to resolve issues impacting the training environment

Requirements:

  • Credit Card and/or Financial Industry experience (as required for assigned portfolio)
  • Excellent verbal and written communication skills in both English and French
  • 2 years of experience in contact center operations or customer service (asset)
  • Ability to conduct training across various shifts as required (7am–3pm, 9am–5pm, 3pm–11pm)
  • Strong organizational and time management skills
  • Demonstrated customer-first attitude
  • Natural problem-solving and solutions-oriented mindset
  • Experience delivering constructive feedback in a supportive, developmental manner
  • Ability to identify performance gaps and create targeted action plans
  • Comfortable navigating a fast-paced environment with shifting priorities
  • Strong interpersonal skills and ability to work within matrix leadership structures
  • Completion of an Adult Education Certificate or Training & Development Certificate, or active enrollment, is considered an asset
  • Equivalent experience in training, coaching, or facilitation will also be considered

Nice to have:

  • Credit Card and/or Financial Industry experience
  • 2 years of experience in contact center operations or customer service
  • Completion of an Adult Education Certificate or Training & Development Certificate, or active enrollment

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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