QA & Training Specialist

As a Training & QA specialist in the APAC CJ Team you will play a vital role in shaping the teams learning culture driving operational excellence and ensuring high-quality compliant service delivery across the this dual-capacity role you will be responsible for developing and delivering impactful training programs while also overseeing key aspects of operations policy quality assurance and compliance.

Manila Hybrid Full-time

What youll do

• Deliver onboarding upskilling and refresher training programs for CJ Customer Care associates using blended learning formats (e-learning live sessions workshops scenario-based learning) and digital tools such as Centrical.
• Assess learner needs and tailor training content and delivery methods to accommodate diverse learning styles ensuring a supportive respectful and inclusive learning environment.
• Evaluate training effectiveness through KPIs (completion rates performance results ramp-up time satisfaction scores and success rates); analyze feedback for continuous improvement and provide summary reports to key stakeholders.
• Maintain a robust quality control framework to ensure the APAC Ops team consistently delivers high-quality compliant and premium customer services.
• Prepare monthly QA report for APAC Customer Care team and communicate with Customer Care Team Leader (TL) for identified gaps and proposed follow-up actions
• Prepare monthly analysis for APAC Customer Care cases handling and communicate with relevant TLs for in-house teams on identified gaps and follow-up actions required
• Calibrate QA results for in-house team
• Hold regular calibrating meeting with in-house QA/KE to review and manage the identified gaps
• Attend meetings and support on Global QA discussions and bring key information to the attention of Management Team in APAC
• Conduct ongoing analysis of quality gaps and implement targeted action plans to improve overall quality performance.
• Collaborate with managers team leads and the Knowledge team to align training with business priorities support certification programs and maintain accurate and up-to-date training records.

Who you are

• University degree in Business Management Information Management Compliance or related disciplines candidates with multi-disciplines a plus
• Minimum 4 years of experience as a trainer
• Minimum 1 years in Customer Service/Care with high integrity
• 1 year experience in QA profession candidates with less experience can be considered
• Experience in training facilitation or learning & development preferably within the payments industry or a customer care environment.
• Strong presentation and communication skills adaptable to various learning styles.
• Ability to create a respectful inclusive and engaging learning environment.
• Proficiency in digital learning tools and platforms (e.g. Rise Storyline).
• Analytical skills to assess training needs and evaluate program effectiveness.
• Excellent time and classroom management and organizational skills.
• Professional credibility confidence and ethical conduct.
• Proficiency in both written and spoken English is highly desirable

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Required Experience:

IC