Job Title:

Job Description

Experience the power of a game-changing career

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands, the ones you use every day, improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

Essential Functions & Core Responsibilities

• Deliver instructor-led training sessions for new hires and existing associates within Trust & Safety operations, ensuring effective knowledge transfer and learner engagement.

• Facilitate onboarding, process, policy, product, quality, and refresher training programs aligned with client and business requirements.

• Provide ongoing coaching, mentoring, and developmental support to learners to improve performance, knowledge retention, and operational readiness.

• Identify knowledge and performance gaps through assessments, quality insights, and operational feedback, implementing appropriate learning interventions.

• Ensure participants develop a strong understanding of platform policies, community standards, content moderation guidelines, and compliance requirements.

• Partner with Operations, Quality, Policy, and Workforce Management teams to align training initiatives with performance objectives and business needs.

• Conduct training evaluations, knowledge checks, and effectiveness assessments to measure learning outcomes and recommend improvement actions.

• Create, update, and maintain training materials, facilitator guides, knowledge articles, e-learning modules, and other learning resources.

• Facilitate calibration sessions and knowledge-sharing activities to ensure consistency in policy interpretation and content moderation decision-making.

• Monitor operational trends, quality results, and policy updates, proactively identifying learning opportunities and implementing action plans.

• Maintain up-to-date knowledge of client processes, Trust & Safety industry trends, platform policies, and evolving operational requirements while participating in learning and development initiatives.

• Foster a positive, inclusive, and collaborative learning environment by promoting company values and encouraging continuous development.

• Support transition and nesting activities, ensuring associates are prepared to successfully meet quality, productivity, and compliance expectations.

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Required Qualifications

• Associate's degree or equivalent work experience preferred.

• Minimum of 1 year of relevant experience in Training, Learning & Development, Coaching, Trust & Safety, Content Moderation, Customer Support, Operations, BPO, Shared Services, or a related environment.

• Proven experience facilitating training programs, coaching employees, and supporting performance improvement initiatives.

• Strong presentation, facilitation, and communication skills, with the ability to engage diverse audiences in both classroom and virtual environments.

• Strong analytical and problem-solving skills with the ability to interpret performance data and identify learning needs.

• Excellent verbal and written communication skills.

• Ability to thrive in a fast-paced environment, effectively manage multiple priorities, and meet deadlines.

• Demonstrated ability to build strong working relationships and influence stakeholders across multiple functions.

• Strong organizational skills and attention to detail.

• Flexibility to work in a dynamic environment and adapt to changing business needs, policies, and schedules.

• Previous experience in a Trainer, Learning Specialist, Coach, Quality Trainer, or Learning & Development role within a contact center, BPO, Trust & Safety, or operations environment.

• Experience in Content Moderation operations is highly desirable, including knowledge of user-generated content review processes, platform policies, community standards, escalation procedures, and sensitive content handling.

• Experience supporting KPI-driven environments with a strong focus on quality, productivity, customer experience, and compliance.

• Knowledge of adult learning principles, training methodologies, instructional design concepts, and employee development practices.

• Proficiency in Microsoft Office applications and virtual learning platforms.

Career growth and personal development

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within. That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

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