Process & Communication Training Analyst – Call Center

About the role

NTT DATA is looking for a Process & Communication Training Analyst to support its call‑center operations in Quezon City. The role focuses on delivering high‑quality classroom and virtual training, coaching new hires and existing agents, and ensuring they meet performance standards in a fast‑paced contact‑center environment.

Key responsibilities

• Prepare training logistics, including system access, classroom setup, training materials and welcome communications.
• Deliver engaging technical and soft‑skill sessions using adult‑learning principles for groups of 2‑20 participants.
• Provide hands‑on coaching during training and the transition to production, identifying learners who need additional support.
• Monitor completion of mandatory privacy, security and fraud modules and report on training effectiveness.
• Collaborate with Operations, Recruitment and Training Design teams to share performance metrics and recommend improvements.
• Take initiative to resolve issues that affect the training environment and adapt to shifting priorities.

Required profile

• Experience in the credit‑card or financial services industry relevant to the assigned portfolio.
• Minimum two years of experience in contact‑center operations or customer service.
• Fluent verbal and written communication in English and French.
• Ability to conduct training across multiple shifts (e.g., 7 am–3 pm, 9 am–5 pm, 3 pm–11 pm).
• Strong organizational, time‑management and problem‑solving skills.
• Customer‑first attitude and ability to work within a matrix leadership structure.

Required skills