Technical Trainer

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Education & TrainingExperience: 2-3 yearsEducation: bachelorsSkills: ["Communication","Coaching","Supervision","Process improvement","Curriculum development"]

Create, facilitate, and update training materials for a multi-week new hire program, including floor training, BQM, and product/tool change learning sessions. Supervise and coach learners during nesting and OJT to drive progression, performance metrics, and feedback loops. Maintain accurate reporting and clear communication with clients and internal teams. Support self-skilling and certification during non-active periods while aligning training to cloud telephony (VoIP) and CCaaS concepts.

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FursaFursa
Sutherland
Sutherland
2 days ago

Technical Trainer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Create, facilitate, and update training materials for a multi-week new hire program, including floor training, BQM, and product/tool change learning sessions. Supervise and coach learners during nesting and OJT to drive progression, performance metrics, and feedback loops. Maintain accurate reporting and clear communication with clients and internal teams. Support self-skilling and certification during non-active periods while aligning training to cloud telephony (VoIP) and CCaaS concepts.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Manager level

Key Responsibilities

  • •Create, facilitate, and revise training materials and documents to build core staff skills and knowledge.
  • •Facilitate multi-week transmission and blended new hire training, including floor-training and BQM training for the program.
  • •Supervise and coach learners during nesting and BQM environments; provide feedback and implement solutions to improve performance metrics.
  • •Facilitate multi-hour product, behavioral, or tool change learning experiences.
  • •Oversee new hire progression and conduct OJT/Nesting/TQ/Evolution coaching with accurate reporting and client/team communication.

Key Requirements

  • •Earned a Bachelor’s degree (Major in Education or Communication preferred).
  • •At least 2-3 years of work experience as a Trainer supporting a Tech account.
  • •Excellent working knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
  • •Strong English verbal and written communication skills.
  • •Strong understanding of cloud-based telephony (VoIP) and Contact Center as a Service (CCaaS), including queue management, skills-based routing, call flows, and service level concepts.
Experience:2-3 yearsTelecommunicationsContact center
Education:Bachelor's in Education or Communication
Skills:CommunicationCoachingSupervisionProcess improvementCurriculum development
Languages:English
Tech Stack:Microsoft OfficeExcelPowerPointWordOutlookVoIPCCaaS

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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