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Training Specialist

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NTT DATA

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Location:
Philippines , Quezon City

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Training Specialist role involves delivering high-quality training to new and existing employees in a call center environment. Key responsibilities include preparing training materials, conducting training sessions, and providing coaching to ensure employees meet performance expectations.

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

Additional Information:

Job Posted:
February 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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