To ensure frontline agents are effectively onboard and continuously upskilled, empowering them to comply with client and organizational standards while delivering high-quality service. The ideal candidate will possess a strong background in training program development and delivery, team leadership, and instructional design. This role requires a highly organized individual who is passionate about learning, has excellent communication skills, and can foster a high-performance training culture aligned with organizational goals.

Responsibilities

• Design training programs (e-learning modules, workshops, manuals) centered on key processes.

• Deliver live training sessions—ensuring clarity, engagement, and knowledge retention.

• Develop assessments and feedback mechanisms to gauge comprehension and effectiveness.

• Continuously update materials based on changes, feedback, and evolving best practices.

• Partner with SMEs and stakeholders to customize training to varied team needs.

• Collect and analyze training metrics to identify areas for course improvement.

• Conduct engaging classroom training sessions for new hires employees.

• Ensure seamless execution of the Classroom Training (CRT) program and On The Job Training (OJT), monitoring learner progress.

• Facilitate Train the Trainer (TTT) sessions and provide coaching and feedback to trainers to continuously improve performance.

• Creating modules as per the SLA and business requirements.

• Documenting the performance of the trainees and sending it for evaluation to be required stakeholders.

• Establish and monitor KPIs to measure training effectiveness, employee development, and knowledge retention.

• Facilitate New User Onboarding ensuring proper access to tools (Manage the setup for new users, including tool access requests, role assignment, alignment with business units, client coordination, and people alignment).

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning.

• May support Instructional Design team in designing and developing training materials for various instructional delivery.

• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys.

• Lead onboarding sessions for new joiners and continuous learning modules for existing employees.

Job Requirements

• Bachelor’s degree in education, Healthcare, Human Resources, or a related field.

• Minimum 2+ years of experience in training, including at least 2 years in a leadership role.

• Graduate & must be certified with any of the following (CPC/COC/CIC/CCS), with coding audit experience

• Experience in US healthcare.

• Strong experience in creating structured, engaging, and outcome-based training content.

• Must be willing to work onsite either in our Cebu or Pasig offices