Training and Quality Lead – Trust & Safety

About the role

We are looking for a Training and Quality Lead for our Trust & Safety team. In this role you will design and deliver onboarding and ongoing training, audit agent interactions, and ensure that communication standards are consistently met.

Key responsibilities

• Conduct audit transactions as defined by the client.
• Structure onboarding training requirements and ensure all new hires complete the prescribed learning path.
• Lead classroom training sessions for new hires and provide coaching and feedback to agents.
• Support new hires during on‑the‑job training (OJT) and go‑live phases.
• Manage refresher and remedial training for existing employees.
• Maintain trainee data in a central repository to guarantee audit readiness.
• Analyze training needs and act as the single point of contact for all training requests.
• Provide proactive training interventions that drive metric improvement and business impact.

Required profile

• Bachelor’s degree.
• Minimum 2 years of experience in a trainer or similar role.
• Strong written and spoken communication skills with a good grasp of functional grammar.
• Ability to understand and explain communication nuances and common error types.

Required skills

• Proficiency in Microsoft Office and related software programs.