Call Center Trainer (Bilingual)

**About the Role**
The Trainer - US Banking Process is a frontline learning delivery role embedded within the FSL Banking CC Training Operations team.
This role is responsible for delivering structured, high-quality training across the full new hire lifecycle — from Pre-Process Training (PPT) through Client Process Training (PRT) and ABAY / On-the Job Training (OJT) ensuring every agent is thoroughly prepared before going live in a US banking queue.
**Key Responsibilities**
- Deliver the standard 5-day Pre-Process Training (PPT) module for all new hire batches, covering company induction, US banking fundamentals, Voice & Accent (VnA), systems orientation, and the PPT end assessment.
- Facilitate Client Process Training (PRT) for assigned queues (duration 2-22 days depending on queue complexity), covering queue-specific SOPs, product knowledge, system navigation, and scenario-based role-play.
- Support agents through the 3-week ABAY / OJT phase — including liv...