The purpose of this role are: 1) to conduct language and culture training for all NHs (new hires) at Manila 2) Support gradbay and coach associates as per training methodology and guidance; 3) refresher trainings for tenured Japanese (JP) population based on Day 1 Contact Handling (D1CH).

Key job responsibilities
• Identify communication gaps (spoken and written) during in-class training and maintain a RAG (Red/ Amber/ Green) analysis associate-wise for enhancing language skill-sets during the gradbay period.
• Design and deliver communication skills training (behavioral, grammar, soft skills) for both Voice and Non-Voice channels, with a focus on customer service excellence.
• For tenured MNL JP associates, conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) to implement Day 1 Contact Handling (D1CH) skills and cultural training programs in partnership with the Manila Training Delivery (TD) team and Instructional Design (ID) team
• Deploy the Instructional Design (ID) framework for in-class training and gradbay interventions to enhance the Japanese language skills of the Japanese speakers in Manila.
• Collaborate with Manila TD and Hiring team for all R&O new hire (NH) trainings, and prep for deploying the curriculum on time.
• Support Manila site for any Process Training if permanent trainer(s) are not available.
• Sync with the Stores team periodically and seek to understand (STU) best practices on language and culture training for JP (Japan) region.