---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Specialist WORK SETUP: Hybrid OVERALL PURPOSE: HPS initiatives for training and skill development RESPONSIBILITIES: Training Needs Analysis • Work with the operations, training, and quality teams to identify performance gaps related to communication skills • Analyze performance gaps and provide recommendations to meet target metrics Training Design and Development • Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design • Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and over-all training effectiveness gaps • Regularly provide feedback on content and recommend improvement of courseware Training Delivery • Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff • Teach in blended learning environment including Instructor Led Training (ILT), Virtual Instructor Led Training (V-ILT), and Social Learning methods • Mastery of course content and related courseware, certification as appropriate • Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development. • Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff • Provide floor support and communication coaching to all employees including leadership and support • Proactively develop activities or modules to supplement existing programs or initiatives • Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting Training Evaluation and Reporting • Gather data from operations and other support teams to measure program effectiveness • Conduct assessments (e.g., Kirkpatrick Level 1 and 2) as per Service Level Agreements (SLA) and administer pre- and post-training exams/tests as required • Monitor progress of employees by tracking performance indicators • Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives Apply expertise in specific business process capabilities • Execute business processes and deliver services to meet defined service levels and key performance indicators Drive continuous improvement • Identify new opportunities for/enhancements to business processes; develop/help to implement recommendations to achieve continuous improvement objectives • Analyze existing processes to define standards and reusable approaches and to contribute to knowledge capital within area of expertise OTHERS: Project Shift Schedule: Mid Shift Project Rest Day: Weekends Off Project/Team Location: Quezon City, Cyberpark Tower 1

SKILLS AND QUALIFICATIONS: • At least 5 years Instructional Design or Content Development skills/experience; 3 years supervisory • At least 1-2 years of training, teaching or communication skills coaching experience • At least 2-3 years of work experience in the Contact Center/BPO and/or Insurance industry

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