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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