Gratitude India

Trainer

2 - 4 year(s)

Philippines - Manila (Eastwood quezon city)

50 - 60 Thousand p.m

Job Description

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Role: Customer Service Trainer

Timings: Rotational Shifts (Contract To Hire)

Industry: Banking / Financial Services / Broking

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Voice

Key Skills:

Banking
BPO call centre
Bachelor's Degree
US Banking
Financial industry

Qualifications:
• Bachelor's Degree
• 2-4 years' work experience in US/UK banking operations and training in a call center or shared services environment.
• Relevant financial account experience should include mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas. Experience solely in insurance or payroll is not eligible.
• Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING.
• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes
• Excellent communication & feedback/coaching Skills
• Good to have: Exposure to US or UK banking industry, preferably with underwriting and payouts experience.
• Not a job hopper

Key Responsibilities:

•Conduct New Hire Training (classroom and virtual) ensuring strong process, product, and compliance knowledge
•Manage training batches (typically 1:20 ratio) ensuring engagement and effective delivery
•Provide structured coaching and feedback during training and OJT
•Audit agent cases using prescribed audit sheets and provide documented gap analysis
•Attend weekly calibration sessions with client/internal stakeholders
•Conduct assessments (tests, practical evaluations) to measure trainee performance
•Maintain training records, reports, and performance analysis for continuous improvement
•Perform Training Needs Identification (TNI) and conduct refresher sessions based on audit findings
•Track and analyze performance metrics and trends
•Ensure compliance with regulatory, operational, and internal policy updates
•Participate in case reviews, meetings, and process updates
•Communicate trends, challenges, and process gaps to Team Leaders/Managers
•Process transactions periodically to maintain operational competency
•Maintain certification (TTT) and stay updated with new product/process changes
•Motivate and support associates through structured career development guidance

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Faustine Andera

Recruiter - Gratitude India

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