115 Learning Specialist jobs in the Philippines

Position Overview
:

The trainer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

• Takes and distributes minutes of department meetings.
• Planning and Preparing: Creates lesson plans for training delivery; Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client); Prepares materials and resources for training delivery; Reserves training room and equipment; Checks equipment and networks for functionality and access; Reviews and masters all content and activities for instruction.
• Training Delivery: Provides clear instruction using a variety of techniques and activities; Enforces adherence and attendance of participants; Maintains a positive learning environment; Evaluates learning and mastery of content, skills and procedures; Provides feedback and guidance to learners; Enforces company rules and policies during training hours.
• Training Reports: Completes daily, weekly, and end of training reports and submit to all pertinent parties; Signs off trainees with individual reports to the operations supervisor; Records and explains training attrition; Recommends changes to curriculum, methods or activities based on observations during training delivery.
• Needs Analysis: Partners with QA to determine areas of opportunity in CSR performance; Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs; Recommends training initiatives to support operations in surpassing KPI's and metrics; Develops action plans to remedy deficiencies.
• Updating and Maintaining Knowledge: Takes calls meeting the account weekly quota; Performs quality audits to meet the account weekly quota; Attends calibration sessions; Reads all new processes and procedures provided by the client and/or operations; Receives refresher training as necessary; Remains informed and current in instruction practices, teaching methodologies and training best practices.
• General Account Responsibilities: Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff; Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client);

Other tasks as assigned by account manager:

• Maintains training materials to ensure documentation is current and relevant given market changes and evolution;
• May contribute to the design of training events and learning solutions;
• Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder;
• Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job

Job Summary

Responsible for delivering and facilitating training programs that enhance the skills and knowledge of our employees. This role requires a proactive individual with excellent communication skills and a passion for facilitating training programs.

Job Description:

• Facilitate and deliver Training in classrooms for Services, including New Hire Training and on-going Training.
• Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
• Modifies and presents training programs for representatives/agents.
• Tracks learner progress. Creates labs and exercises as needed.
• Tracks and analyzes training programs by examining agent performance.
• Recommends changes to training programs or solutions to known problems.
• Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.
• Participates in identifying program needs, obtaining technical data and scheduling programs.
• Maintains training records.

Job Qualifications:

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Applicants must have at least minimum of 1-2 years experience
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented
• Good judgment and ability to express thoughts clearly and simply.
• Applicants must be willing to work on site

SUMMARY

A Learning Specialist ensures that new hires get the quality of training they need in order to prepare for responsibilities in the production.

JOB DESCRIPTION

• Facilitate and deliver Training in classrooms for Services, including New Hire Training and on-going Training.
• Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
• Modifies and presents training programs for representatives/agents.
• Tracks learner progress. Creates labs and exercises as needed.
• Tracks and analyzes training programs by examining agent performance.
• Recommends changes to training programs or solutions to known problems.
• Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.
• Participates in identifying program needs, obtaining technical data and scheduling programs.
• Maintains training records.

CANDIDATE PROFILE

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented
• Good judgment and ability to express thoughts clearly and simply.
• Applicants must be willing to work on site
• Applicants must have at least minimum of 1-2 years experience

KEY FUNCTIONS/DUTIES AND RESPONSIBILITIES:

1. Learning Delivery

2. Facilitate engaging and effective learning sessions (classroom, virtual, or blended) for employees at various levels of the organization.

3. Lead onboarding programs for new hires, ensuring a smooth transition into the company's culture and processes.
4. Serve as a subject matter expert in delivering core, compliance and functional skills training.
5. Monitor participant engagement and provide real-time feedback to ensure learning objectives are met.
6. Conduct post-training assessments and provide actionable recommendations to enhance future sessions.
7. Evaluate the effectiveness of external training vendors and recommend improvements when applicable.

2. Learning Operations

• Oversee end-to-end program logistics, including scheduling, enrollment, venue setup, and technology support.
• Ensure accurate and timely preparation of training materials, resources, and participant communications.
• Maintain and update training records, attendance, and completion metrics in the Learning Management System (LMS).
• Coordinate with internal and external stakeholders, such as facilitators, vendors, and subject matter experts, to ensure seamless program execution.

• Manage program evaluations and generate reports that assess the effectiveness and ROI of learning initiatives.

• Stakeholder Management

• Ensure alignment of learning initiatives with organizational needs.

• Communicate regularly with stakeholders to provide updates, gather feedback, and address any concerns related to the business unit learning needs.
• Foster positive relationships with participants and encourage a growth-oriented mindset within the organization.

Work Environment

• Hybrid work setup, with a mix of onsite and virtual responsibilities.
• May require occasional travel to support training programs in other locations.
• Amenable or flexible enough to travel in 
  Alabang and Makati
  for Learning and Development training programs

TECHNICAL COMPETENCIES AND SKILLS:

• Strong communication skills, demonstrating fluency and clarity in both written and spoken English.
• Effective facilitation and presentation skills, with the ability to engage diverse audiences.
• Ability to work collaboratively and establish stakeholder relationships.
• Strong organizational skills, with a keen eye for detail.
• Proficiency in using Learning Management Systems (LMS) and virtual learning tools.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Ability to adapt to changing priorities and manage multiple tasks simultaneously.
• Preferably has experience in BPO, particularly multinational companies

EDUCATION, TRAININGS, LICENSES REQUIRED:

• Bachelor's degree in Human Resources, Education, Business Administration, or a related field.
• Minimum of 4 years of experience in Learning and Development, with a focus on learning delivery and operations.
• Proven track record of managing and delivering training programs in a corporate environment.
• L&D related certifications are added advantage

Under the supervision of the Channel Manager, this key position is responsible for the training and random audits for the team.

PERFORMANCE AND PEOPLE MANAGEMENT

• Creates training modules and provides associated activities.
• Conducts training for new hires.
• Conducts product specific and refresher training.
• Evaluates the effectiveness of training programs conducted (Levels 1 to 3).
• Prepares trainee assessment and evaluation.
• Manages training records of learners and prepares applicable training reports accordingly.
• Handles administrative duties related to training.
• Assists Supervisor when necessary.

COMMUNICATION

• Interfaces with internal and external clients, CM and subordinates on general issues and solutions related to training.
• Prepares training reports and makes recommendations on how to improve the training.
• Answers emails, inquiries regarding project specifications.

REQUIRED DUTY STATEMENTS

• Ensures compliance to company rules and regulations.
• Ensures compliance of all Non-Conformity Corrective Action Preventive Action Concessions (NCAPACs) and all other audit findings within the prescribed period.
• Reports security incidents and/or any identified security weaknesses.

REQUIREMENTS:

• Graduate of a 4-year course preferably related to Information Technology and Business Management.
• At least 3 years of experience as a Trainer, conducting and facilitating a variety of training programs.
• 1 year or more of relevant and related experience in BPO industry is an advantage.

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Job Type: Full-time

Benefits:

• Company events
• Health insurance
• Life insurance
• Paid training

Education:

• Bachelor's (Required)

Experience:

• Trainer: 3 years (Required)
• Training Program: 3 years (Required)
• BPO: 1 year (Required)

Work Location: In person

Overview
:

The trainer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

• Takes and distributes minutes of department meetings.
• Planning and Preparing:
  • Creates lesson plans for training delivery;
  • Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client);
  • Prepares materials and resources for training delivery;
  • Reserves training room and equipment;
  • Checks equipment and networks for functionality and access;
  • Reviews and masters all content and activities for instruction.
• Training Delivery:
  • Provides clear instruction using a variety of techniques and activities;
  • Enforces adherence and attendance of participants;
  • Maintains a positive learning environment;
  • Evaluates learning and mastery of content, skills and procedures;
  • Provides feedback and guidance to learners;
  • Enforces company rules and policies during training hours.
• Training Reports:
  • Completes daily, weekly, and end of training reports and submit to all pertinent parties;
  • Signs off trainees with individual reports to the operations supervisor;
  • Records and explains training attrition;
  • Recommends changes to curriculum, methods or activities based on observations during training delivery.
• Needs Analysis:
  • Partners with QA to determine areas of opportunity in CSR performance;
  • Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs;
  • Recommends training initiatives to support operations in surpassing KPI's and metrics;
  • Develops action plans to remedy deficiencies.
• Updating and Maintaining Knowledge:
  • Takes calls meeting the account weekly quota;
  • Performs quality audits to meet the account weekly quota;
  • Attends calibration sessions;
  • Reads all new processes and procedures provided by the client and/or operations;
  • Receives refresher training as necessary;
  • Remains informed and current in instruction practices, teaching methodologies and training best practices.
• General Account Responsibilities:
  • Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff;
  • Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client);
• Other tasks as assigned by account manager:
  • Maintains training materials to ensure documentation is current and relevant given market changes and evolution;
  • May contribute to the design of training events and learning solutions;
  • Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder;
  • Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.

The Learning Specialist is a crucial role within the Service Desk environment, primarily focused on preparing Service Desk Analysts to perform their jobs effectively. This position encompasses a wide range of training responsibilities, from onboarding new hires with product knowledge and company information to providing ongoing development through cross-training, product updates, and refresher courses. The specialist utilizes a variety of training mediums, including in-class instruction, e-learning modules, virtual facilitation, and blended learning techniques to deliver comprehensive and engaging training events and learning solutions. Their ultimate goal is to ensure a well-trained, knowledgeable, and competent staff capable of meeting and exceeding service desk performance standards.

Key Responsibilities

• Develop, review, and modify training curriculum and materials, ensuring alignment with client requirements and industry best practices
• Deliver clear and effective instruction using diverse techniques and activities, adapting to various skill levels and learning styles
• Conduct comprehensive needs analysis in partnership with QA teams to identify performance gaps and recommend targeted training initiatives
• Create and submit detailed training reports, including daily, weekly, and end-of-training evaluations, to relevant stakeholders
• Maintain up-to-date knowledge of products, processes, and industry trends through hands-on work (e.g., handling calls, working on tickets) and continuous learning
• Collaborate with account operations and interact with clients to ensure training programs meet evolving business needs and client expectations
• Perform quality assurance audits, attend calibration sessions, and contribute to the continuous improvement of training programs and methodologies

Core Competencies

The ideal candidate possesses strong organizational and time management skills, demonstrates adaptability in presentation and teaching styles, excels in both verbal and written communication, maintains a detail-oriented approach, and exhibits a customer service orientation.

Functional Competencies

• Proficiency in Microsoft Office suite and Google GSuite of products
• Knowledge of IT Service Management (ITSM) processes such as Incident and Requests
• Experience creating rich and engaging content for knowledge transfer
• Familiarity with IT Service Desk support environment
• Strong Workplace/End User Support technical skills
• Ability to develop and deploy training within short timeframes
• Adaptability in presentation style for various skill levels
• Continuous improvement mindset for material and delivery

Qualifications

• 2-3 years experience with Microsoft Office and Google GSuite
• 2+ years knowledge of ITSM processes
• 1+ years training experience or apprenticeship program
• Some content creation experience
• ServiceNow experience (asset)
• IT Service Desk support background
• Strong technical skills in workplace/end-user support

Job Summary

Responsible for delivering and facilitating training programs that enhance the skills and knowledge of our employees. This role requires a proactive individual with excellent communication skills and a passion for facilitating training programs.

Job Description:

• Facilitate and deliver Training in classrooms for Services, including New Hire Training and on-going Training.
• Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
• Modifies and presents training programs for representatives/agents.
• Tracks learner progress. Creates labs and exercises as needed.
• Tracks and analyzes training programs by examining agent performance.
• Recommends changes to training programs or solutions to known problems.
• Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.
• Participates in identifying program needs, obtaining technical data and scheduling programs.
• Maintains training records.

Job Qualifications:

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Applicants must have at least minimum of 1-2 years experience
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented
• Good judgment and ability to express thoughts clearly and simply.
• Applicants must be willing to work on site

The trainer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

• Takes and distributes minutes of department meetings.
• Planning and Preparing:
  • Creates lesson plans for training delivery;
  • Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client);
  • Prepares materials and resources for training delivery;
  • Reserves training room and equipment;
  • Checks equipment and networks for functionality and access;
  • Reviews and masters all content and activities for instruction.
• Training Delivery:
  • Provides clear instruction using a variety of techniques and activities;
  • Enforces adherence and attendance of participants;
  • Maintains a positive learning environment;
  • Evaluates learning and mastery of content, skills and procedures;
  • Provides feedback and guidance to learners;
  • Enforces company rules and policies during training hours.
• Training Reports:
  • Completes daily, weekly, and end of training reports and submit to all pertinent parties;
  • Signs off trainees with individual reports to the operations supervisor;
  • Records and explains training attrition;
  • Recommends changes to curriculum, methods or activities based on observations during training delivery.
• Needs Analysis:
  • Partners with QA to determine areas of opportunity in CSR performance;
  • Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs;
  • Recommends training initiatives to support operations in surpassing KPI's and metrics;
  • Develops action plans to remedy deficiencies.
• Updating and Maintaining Knowledge:
  • Takes calls meeting the account weekly quota;
  • Performs quality audits to meet the account weekly quota;
  • Attends calibration sessions;
  • Reads all new processes and procedures provided by the client and/or operations;
  • Receives refresher training as necessary;
  • Remains informed and current in instruction practices, teaching methodologies and training best practices.
• General Account Responsibilities:
  • Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff;
  • Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client);
• Other tasks as assigned by account manager:
  •  Maintains training materials to ensure documentation is current and relevant given market changes and evolution;
  •  May contribute to the design of training events and learning solutions;
  • Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder;
  • Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.