Job Title: Trainer – Insurance

Status: Very Urgent | Active

Level: Supervisor

Headcount: 2

Location: Alabang, Muntinlupa City

Work Setup: Onsite

Shift: Graveyard (GY)

Salary: PHP 40,000

Target Start Date: 13 February

Job Overview

The Trainer – Insurance is responsible for designing, delivering, and continuously improving training programs for contact center agents handling insurance billing, ECC account management, and policy servicing. This role ensures agents meet quality, productivity, and compliance standards through effective onboarding, upskilling, and performance-based training interventions.

Key Responsibilities

• Facilitate new hire training, refresher courses, and upskilling sessions for insurance programs
• Develop, update, and maintain training materials, job aids, and process documentation
• Ensure accurate knowledge transfer of insurance billing, ECC account management, and policy servicing
• Partner with Operations and QA to identify performance gaps and training needs
• Track trainee performance and readiness through assessments, certifications, and evaluations
• Analyze QA results and operational metrics to recommend training improvements
• Ensure compliance with insurance regulations, company policies, and documentation standards
• Provide coaching support during nesting and post-training phases
• Prepare training reports, dashboards, and effectiveness metrics

Qualifications

• Bachelor’s degree preferred; equivalent work experience accepted
• 1–2 years of pure insurance experience (billing, account management, or policy servicing)
• 2–3 years of contact center experience, with at least 1 year in a Training role
• Strong knowledge of insurance billing processes and ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office, QA tools, and CRM/contact center systems
• Highly detail-oriented with strong presentation and facilitation skills
• Willing to work onsite in Alabang, Muntinlupa City on a graveyard shift