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Training & Knowledge Management Analyst
American Express. Deliver new-hire training on merchant acquisition, products, outreach, qualification, applications, systems, and documentation .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in training delivery and learning development, with a strong focus on adult learning principles and the ability to analyze data for effective training solutions. Proficient in creating training materials and coordinating with subject matter experts to ensure quality and compliance.
Highest-signal resume keywords
Training DeliveryLearning DevelopmentKnowledge ManagementData AnalysisFacilitation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Adult Learning PrinciplesTraining Material CreationAssessment DevelopmentProcess AccuracyObjection Handling
Soft Skills
Strong Writing SkillsEditing SkillsCoordination SkillsSound JudgmentClear Communication
Tools & Technologies
Presentation ToolsDocument ToolsSpreadsheet ToolsCollaboration ToolsKnowledge Platforms
Industry Keywords
Merchant AcquisitionSales EnablementTraining GuidesQuality TrendsOperational Data
About the role
Key responsibilities & impact- Deliver new-hire training on merchant acquisition, products, outreach, qualification, applications, systems, and documentation
- Facilitate refresher training on merchant conversations, objection handling, process accuracy, and acquisition tools
- Create and update training guides, job aids, practice exercises, and knowledge checks for different learning needs
- Coordinate training schedules, guided practice, and readiness checks with frontline leaders and subject matter experts
- Update training and guidance for approved product, policy, process, and system changes, including privacy requirements
- Analyze quality trends, operational data, and feedback to identify learning gaps and recommend targeted reinforcement
- Maintain searchable procedures, frequently asked questions, approved talking points, and troubleshooting resources; communicate updates
- Coordinate content reviews with designated owners, track required approvals, maintain version records, and retire outdated materials
- Track training completion, assessment results, and readiness milestones to support leaders’ review of proficiency and quality
- Monitor knowledge-resource usage and accuracy; report training results, content gaps, and improvement recommendations
Requirements
What you’ll need- Experience in training delivery, learning development, knowledge management, sales enablement, or related operations
- Strong facilitation, writing, and editing skills for virtual and in-person learning and clear, practical guidance
- Knowledge of adult learning principles and experience creating exercises, assessments, and job aids
- Ability to coordinate priorities and deadlines, partner with subject matter experts, and validate content
- Ability to analyze data and feedback to identify learning needs and assess training effectiveness
- Proficiency with presentation, document, spreadsheet, and collaboration tools; ability to learn training and knowledge platforms
- Sound judgment in protecting confidential information and following approved policies and procedures
- Employment eligibility to work with American Express in the Philippines
- Must have at least 25 mbps internet connection plan / speed for work from home
- Must have a private and quiet area to work at home
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- Support for financial well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
- Target driven incentives
- Hybrid work arrangement (onsite and work from home)