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

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 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.