Training Development Specialist - Finance

DESCRIPTION

Job Requirement:

• Report to office in Pasay City 5x a week (mid/night shift possible)
• Demonstrated expertise in finance operations with Accounts Receivable and/or Accounts Payable experience (AR/AP)
• Proven track record in training and development or finance quality control and audit processes

The Specialist is a dual-function role responsible for designing and delivering training programs while conducting quality audits to assess performance and drive continuous improvement. This role bridges learning and operations — using audit findings and data analysis to identify gaps, recommend targeted interventions, and measure the effectiveness of training solutions.

Key job responsibilities

• Design and deliver instructor-led training programs for new hires and tenured employees, ensuring content aligns with accuracy, performance goals, and operational standards
• Conduct quality audits per cycle, evaluating interactions against defined standards and documenting findings with structured, actionable feedback
• Analyze audit data to identify performance gaps, root causes, and systemic issues — translating insights into targeted interventions such as refresher training, job aids, coaching guides, or process clarifications
• Track intervention effectiveness using key metrics — FCR, NRR, and initiated call rates — and prepare narrative-style performance reports that highlight trends, patterns, and the measurable impact of interventions on team performance
• Present findings and recommendations to stakeholders in a clear, concise format
• Participate in calibration sessions to ensure audit consistency and contribute to the development of quality frameworks and training standards
• Support the exploration of AI-assisted auditing tools to scale quality coverage across multiple languages
• Demonstrate agile support through cross-functional collaboration and quick response to emerging quality and training needs across teams
• Provide hands-on operational support during peak periods or critical business needs, including direct case processing when required

BASIC QUALIFICATIONS

• Completed a Bachelor's Degree
• Background in Accounts Receivable and/or Accounts Payable is required
• 2+ years of experience in communication programming and projects
• 3+ years of experience in a Training and Quality role
• Excellent written and verbal communication skills
• Demonstrated ability to plan, organize, and execute learning interventions and projects from concept to completion
• Proven track record in creating process improvement projects or interventions
• Proficient in MS Office

PREFERRED QUALIFICATIONS

• Subject matter expertise in Finance and Accounting processes
• Excellent root cause analysis skills
• Familiarity with quality audit tools or learning management systems (LMS)
• Experience with financial systems (Oracle Financials, SAP, or other ERP
• tools)
• Experience working with multi-cultural, multi-national teams
• Excellent organizational and time-management skills
• Experience in AI products and solutions
• Exposure to AI-assisted quality or language analysis tools is a plus
• Flexible in schedule and work load

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