BPO - Trainer/QA (90% Onsite and 10% WFH Setup) at Unity Communications

Parañaque, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

35000.0

Posted On

22 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training, Coaching, Quality Assurance, Communication, Data Analysis, Organizational Skills, Time Management, Collaboration, Presentation Skills, Facilitation Skills, Customer Service, Performance Metrics, KPI Management, MS Office, Google Workspace, Adaptability

Industry

Outsourcing and Offshoring Consulting

Description

What if I told you that you can get paid for being the friend who often gives advice and helps others avoid big red flags? If people naturally turn to you when they need guidance, whether it’s explaining a process or helping someone gain confidence, we need you. Unity Communications is looking for a Trainer/QA who can help teams build skills, strengthen performance, and grow into their potential. In this role, you’ll deliver effective onboarding and ongoing learning experiences and help leadership identify training needs, address performance gaps, and ensure teams are set up for success. Apply today! How You Spend Your Eight Hours Partner with Operations leaders, Team Leads, and Managers to ensure agents meet performance and quality standards Conduct training needs analysis (TNA) to identify skill gaps and improvement opportunities Design, deliver, and improve onboarding and ongoing training programs for agents and campaigns Serve as the main point of contact (POC) for training-related needs of clients and internal stakeholders Create and implement action plans to address performance gaps, supported by data and training reports Coach, mentor, and support trainees and mentors during training sessions and specialized courses Monitor trainee progress, attendance, skills development, and readiness for production Collaborate with Operations to reinforce best-in-class customer service practices Analyze performance trends and recommend training or development interventions Maintain accurate training records and reports Cross-train to support other team functions when needed Handle ad hoc training-related tasks as business needs require What You Must Possess Bachelor’s degree or equivalent work experience in training, education, communications, or a related field At least one year of experience in training, coaching, quality, or operations (BPO/call center experience is a plus) Strong presentation, facilitation, and communication skills Ability to analyze performance data and translate insights into actionable training plans Experience working with KPIs, performance metrics, or quality standards Excellent organizational and time-management skills Strong collaboration skills and the ability to work with cross-functional teams Comfortable handling multiple tasks in a fast-paced, dynamic environment Proficiency in MS Office or Google Workspace tools Willingness to work flexible schedules based on operational needs What You Shall Receive HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service VL/SL credits upon regularization Friendly and supportive work culture 13th-month pay and other Philippine-government-mandated benefits Non-taxable allowances Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more What You Should Consider Full-time position Monday to Friday, night shift 90% Onsite and 10% WFH Setup Why Join Our Company You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

Responsibilities

The Trainer/QA will partner with operations leaders to ensure agents meet performance and quality standards while conducting training needs analysis to identify skill gaps. They will design and deliver training programs, monitor trainee progress, and collaborate with operations to reinforce best practices.