Training Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Design and create training programs, refreshers, onboarding modules, job aids, and assessments for internal support teams and vendor partners.

• Transform complex workflows, SOPs, and product modifications into clear, practical, and learner-friendly resources.

• Ensure the accuracy of training materials, maintain version control, and keep change logs updated.

• Lead training sessions, onboarding initiatives, and practice-based learning for both internal and vendor audiences.

• Provide coaching to agents and vendor trainers with constructive feedback.

• Utilize ticket simulations, scenario exercises, observations, and knowledge checks to facilitate production readiness.

• Engage in Train-the-Trainer sessions for vendor trainers.

• Assist in new vendor onboarding by supplying training materials and conducting training sessions.

• Observe vendor-led refresher training and document feedback regarding delivery quality.

• Analyze QA findings, CSAT signals, ticket trends, and stakeholder input to pinpoint training deficiencies.

• Review training outcomes and post-training performance indicators to evaluate the application of learning.

• Present findings and recommendations to the manager while escalating broader decisions as necessary.

• Manage logistics, timelines, attendance, and materials for assigned training programs.

• Communicate progress, readiness, and obstacles to stakeholders.

• Leverage Genially, Google AI Studio, and Google Apps Script to enhance training materials within established parameters.

⛳️ Requirements

• Demonstrated ability to quickly learn new processes, grasp operational context, and translate it into immediately applicable training.

• Proven experience in a training or learning design role, ideally within a customer support setting.

• Capability to facilitate, coach, observe, and deliver actionable feedback with confidence.

• Strong grasp of instructional design principles and adult learning theories.

• Exceptional skills in facilitation, coaching, observation, presentation, and remote delivery.

• Proficiency in creating clear, practical training materials suitable for production.

• Excellent written and verbal communication skills, adaptable to various audiences.

• Comfortable operating within a defined scope and escalating broader operational decisions when necessary.

• Highly organized, dependable, and consistent in follow-through.

• Advanced proficiency in English.

• Previous experience in telecommunications or eSIM preferred.

• Familiarity with GSMA-related technologies and services preferred.

• Knowledge of Zendesk or similar support tools preferred.

• Experience with Genially, Google AI Studio, or similar learning tools preferred.

• Availability to work in shifts preferred.

🏝️ Benefits

• Fully remote work arrangement.

• Full-time, permanent employment.

• Comprehensive benefits package (details provided via employer benefits link).

• Opportunities for learning and development.

• Reasonable accommodations during the interview process.

• Commitment to equal-opportunity employment and diversity, equity, and inclusion.