Req ID: 348044 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Process & Comm Training Analyst to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).

Job Posting: Training Specialist – Call Center

Position: Training Specialist
Status: Full-Time (On-Site Available)
Hours of Work: Monday–Sunday

• 07:00–16:00 EST
• 16:00–01:00 EST

About the Role

We are seeking an enthusiastic and knowledgeable Training Specialist to support our call center operations through high-quality training delivery, coaching, and learner development. This role is essential in ensuring our new and existing employees are equipped with the skills, knowledge, and confidence to meet performance expectations in a dynamic contact center environment.

Key Responsibilities

• Prepare all training logistics, including system access, classroom setup, training materials, and welcome communications for participants.
• Ensure all required privacy, security, and fraud training modules are completed on time.

• Deliver engaging classroom-based technical and soft skills training using adult learning principles.
• Facilitate new hire and upskill training sessions for groups ranging from 2 to 20 participants.
• Follow established processes and methodologies to deliver and report on training aligned with operational goals.

• Provide hands-on coaching and support to trainees in the classroom and during their transition to production.
• Identify learners who may need additional support and develop individualized plans to address challenges.
• Coach learners on early performance expectations to help them meet transition benchmarks.

• Use standardized evaluation tools to assess training effectiveness.
• Share feedback, performance metrics, and recommendations with Operations, Recruitment, and Training Design teams.
• Identify performance trends and collaborate on action plans for improvement.
• Take initiative to resolve issues impacting the training environment.

Requirements

• Credit Card and/or Financial Industry experience (as required for assigned portfolio).
• Excellent verbal and written communication skills in both English and French.
• 2 years of experience in contact center operations or customer service (asset).
• Ability to conduct training across various shifts as required (7am–3pm, 9am–5pm, 3pm–11pm).
• Strong organizational and time management skills.
• Demonstrated customer-first attitude.
• Natural problem-solving and solutions-oriented mindset.
• Experience delivering constructive feedback in a supportive, developmental manner.
• Ability to identify performance gaps and create targeted action plans.
• Comfortable navigating a fast-paced environment with shifting priorities.
• Strong interpersonal skills and ability to work within matrix leadership structures.

Education

• Completion of an Adult Education Certificate or Training & Development Certificate, or active enrollment, is considered an asset.
• Equivalent experience in training, coaching, or facilitation will also be considered.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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