• Give feedback and coach Process Coaches on their key job capabilities.
• Assign and monitor tasks that are aligned with the goals of training in supporting new hire and tenured agent performance as determined by TNIs and other support group analysis.
• Ensure that coaching, refresher training and assessments commence and conclude within set timeframes.
• Give feedback and coach associates on key job capabilities based on QA findings.
• Monitor determined groups of associates in accordance with the QA guidelines by listening to calls and/or evaluating agent output, and provide timely coaching and feedback follow-through.
• Ensure that coaching, refresher training and assessments happen as per findings in the QA audits.
• Ensure that all the coaching logs are up to date.
• Manage SOPs and make sure that latest version is being used, by updating the associates on the floor.
• Update and develop content as per the latest SOP and process updates given by the clients.
• Feed relevant information to the MIS trackers as per guidelines.
• Monitor associates in accordance with the QA guidelines by listening to their calls and providing timely coaching and feedback follow-through.
• Conduct specialty training programs
• Deliver refresher training sessions
• Participate and assist in implementing plans for training delivery
• Deliver training, measure and document trainee performance
• Keep records of metrics for the training function
• Generate reports and submit them in a timely manner
• To ensure confidentiality, integrity and availability of all data dealt in course of work
• Ensure the completion of compliance awareness training
• To share the client login id deactivation to compliance team timely manner
• Adhere to the WFH policy
• Adhere to the Organizations information security requirements

Candidate Profile:

• Candidate must possess at least a Bachelor's/College Degree in Nursing/Registered Nurse
• Required skill(s): Excellent English communication skills, admirable presentation skills, good customer service orientation.
• Preferably 1–4 years experienced employees specializing in Training & Learning Development or equivalent in the healthcare space or industry (Prior Authorization, Utilization Management Review, Clinical Appeals)
• Must have experience working as a Communications trainer / Coach in the BPO industry for 2 years or more.
• This is a Full On-Site role - Mondays to Fridays - Graveyard Shift - in Ortigas, Pasig City