Job Title: Trainer – US Bank Process

Location: BGC, Taguig City

Work Setup: 100% Onsite

Shift: Night Shift / Staggered Shifts / Weekends as required

Headcount: 2

Salary Range: PHP 45,000 – PHP 65,000 (all-in package, depending on experience)

Job Summary

We are hiring a Trainer – US Bank Process to deliver end-to-end training for new hires and tenured associates supporting US banking operations. This role is responsible for training facilitation, coaching, quality evaluation, content development, and stakeholder coordination to ensure compliance, productivity, and service excellence.

Key Responsibilities

Training & Facilitation

• Deliver new hire training for US Banking / Financial Services processes
• Facilitate structured 30-60-90 day training and transition programs
• Conduct refresher, upskilling, and developmental training sessions
• Coach and mentor associates to ensure readiness for production
• Training Content & Knowledge Management
• Review, update, and maintain training decks, SOPs, job aids, and assessments
• Manage and validate learning repositories and training trackers
• Ensure training materials are aligned with business updates and compliance requirements

Quality & Performance Management

• Conduct call audits, quality evaluations, and error analysis
• Provide structured coaching and feedback to improve CSAT, QA scores, and KPIs
• Track bottom-quartile performers and implement improvement action plans
• Prepare and maintain Quality MIS, dashboards, and reports

Stakeholder & Audit Support

• Act as support SPOC for audits and compliance documentation
• Handle trainee queries and coordinate with Operations, QA, and Support teams
• Nominate associates for L&D initiatives and track training progress

Process & Compliance

• Ensure adherence to QA frameworks, Testing, TNA, and Automation standards
• Escalate risks, gaps, and observations to the reporting manager and unit head

Qualifications

• Graduate in any discipline
• 2–5 years’ experience as Trainer / Quality Analyst / SME in US Banking or Financial Services
• Strong knowledge of QA, Call Auditing, TNA, and Training Metrics
• Advanced MS Excel and MS Office skills
• Excellent communication, coaching, and facilitation skills
• Strong analytical and problem-solving abilities
• Willing to work night shifts, staggered schedules, and onsite in BGC