Training & Performance Specialist (Remote - PH)

About the Role

We’re looking for a Training & Performance Specialist with hands-on Operations experience who can help frontline team members build stronger skills and improve their performance.

This role goes beyond delivering training materials. You’ll work closely with employees to understand why they’re struggling, identify specific skill or knowledge gaps, and provide practical coaching or training that helps them improve.

We’re looking for someone who understands frontline operations firsthand and has experience delivering training in a remote or e-learning environment.

What You'll Do

• Facilitate training for new team members and help them become confident in their work.
• Provide refresher training and targeted coaching to existing employees.
• Deliver and support e-learning and virtual training sessions.
• Identify the specific knowledge, skill, or performance gaps affecting an employee.
• Adjust your coaching approach based on what an individual needs to improve.
• Demonstrate processes, observe employees performing them, and provide actionable feedback.
• Use performance results and feedback to identify areas where additional training is needed.
• Track employee progress and determine whether coaching or training has produced improvement.
• Review training content and recommend improvements when materials are unclear or ineffective.
• Support both voice and non-voice teams.

What We're Looking For

• 1–2+ years of hands-on training, coaching, or employee-development experience.
• At least 1–2 years of experience delivering e-learning, virtual training, or remote training.
• Previous Operations/frontline experience in addition to training experience.
• Experience conducting new-hire training, refresher training, performance coaching, or uptraining.
• Hands-on experience training or coaching frontline/production employees.
• Strong ability to identify why someone is struggling rather than simply repeating instructions.
• Fluent, clear, and professional spoken English with smooth and confident communication.
• Warm, approachable, patient, and engaging communication style.
• Able to give clear, constructive feedback and adapt your approach to different learners.
• Comfortable using performance metrics or quality results to guide coaching.
• Comfortable working in a fully remote environment with a reliable internet connection and professional workspace.
• Experience in a contact center, customer operations, research, accounting, or similar operational environment is a plus.