QA And Training Specialist

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

As a Training & QA specialist in the APAC CJ Team, you will play a vital role in shaping the team’s learning culture, driving operational excellence, and ensuring high-quality, compliant service delivery across the region. In 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 You’ll 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.
  
  

• 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