Process Developer - Training and Call Quality
Muntinlupa City, Philippines
2d ago


  • Conduct BUILD, Pre-Process and Process Training, as directed by the Business
  • Deliver training using contemporary principles and assessment methodology which are aligned with company and customer standards
  • Coordinate and manage training venues and logistics, as required, to achieve efficient training delivery
  • Responsible for maintaining and publishing Training reports with internal and external business partners
  • Drive consistency and Best Practice-sharing of standard training practices across all domains and LOBs
  • Maintain up-to-date knowledge of systems and tools, products and services to upskill the team continuously
  • Identify and analyze knowledge / skill gaps and initiating process improvement to address these
  • Strengthen knowledge management across LOBs within GNW (SOP gaps, update dissemination, etc.)
  • Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
  • Work in tandem with the Overall Lead, Operations Lead and peers to identify and address performance and developmental opportunities
  • Manage and develop direct reports
  • Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
  • Perform weekly / random trending based mentorship / monitoring / tracking to manage team member’s performance, training needs analysis
  • Lead all aspects of PKT Facilitation, monitor and track results, and interventions (coaching, refreshers, etc.)
  • Other training / quality-related deliverables, as assigned
  • Minimum Qualifications :

  • Relevant experience in business / product training, and proven customer service experience
  • Experience in handling multiple business partners and domains is a plus
  • Experience in leading and implementing innovative projects
  • Preferred Qualifications

  • Previous Insurance domain experience (including Healthcare / Medicare / Medicaid, Annuity, Employee Benefit, Disability, Dental, Pharmacy Benefit Management and Utilization Management)
  • Previous experience in process training and / or quality team will be a plus
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