Position Summary
This role replaces program by program training rebuilds with reusable operational frameworks including curricula, job aids, assessments, and coaching standards. Operating across multiple client programs, the Sr. Trainer owns end to end training design, delivery, certification, and ongoing coaching. The role integrates quality assurance by evaluating agent performance, conducting root cause analysis, and closing performance gaps through targeted training interventions.
Responsibilities:
Build modular curricula combining core operational elements with client specific layers.
Create and maintain the documentation library including SOPs job aids facilitator guides and assessments.
Define certification and nesting graduation standards based on objective evidence.
Keep training content current as client processes systems and requirements evolve.
Deliver onboarding nesting and role specific training across new and existing accounts.
Run simulations practice sessions assessments and remediation prior to production launch.
Own training gates in client launch processes including training readiness roster certification and nesting graduation.
Coach agents directly and establish a sustainable coaching model for Team Leads.
Design scorecards and evaluation criteria per program and run internal and client calibration sessions.
Evaluate agent performance isolate root cause issues and deliver targeted training interventions.
Report quality and training outcomes to leadership and operations teams.
Develop Team Leads and supervisors to maintain ongoing coaching and quality standards.
Maintain QA and support documentation and program upkeep on live accounts.
Run skill enhancement and cross training initiatives to expand team capabilities.
Backfill operational roles during ramps absences or escalations.
Requirements:
Three to five plus years of experience in BPO contact center or shared services operations.
Two or more years of experience designing training curricula facilitator guides and assessments.
Demonstrated experience building a training or quality function from scratch without existing templates.
Hands on quality assurance experience including scorecard design evaluation calibration and root cause analysis.
English language proficiency at C1 level or above written and spoken.
Strong proficiency in Excel or Google Sheets with the ability to translate performance data into training plans.
Ability to manage multiple client programs simultaneously and adapt to changing contexts.
Nice to Have:
Experience training sales legal or accounting programs.
Multi channel support experience across voice chat and email.
Experience with learning management or employee experience platforms.
Instructional design or adult learning qualifications.
Working knowledge of contact center metrics including quality AHT service level adherence and attrition.
Professional Spanish language skills for internal collaboration.
What Success Looks Like:
Accelerating speed to competency from day one to certified production.
Achieving high nesting graduation rates and early tenure quality scores.
Demonstrating measurable quality improvements in coached cohorts following training interventions.
Maximizing curriculum reuse across new and expanding client programs.
Minimizing early attrition during initial training and nesting phases.
