Trainer, Moderation & Authenticity

The Moderation/Authenticity Trainer is a multi-skilled trainer and coach who provides knowledge support to the Moderation and the Authenticity teams.

• Develop and maintain subject matter expertise in Moderation and Authenticity.

• Manage and administer approved training materials to new hire classes in Moderation and Authenticity.

• Manage and administer refresher training and knowledge checks for tenured teammates.

• Work closely with local Moderation/Authenticity Managers to meet the training and knowledge needs of their teams.

• Manipulate all knowledge materials and disseminate in a manner most appropriate for the local India team, sensitive to learning style and pace.

• Provide cultural context and relevance training and coaching for non-native English speakers. Demonstrate experience with Cultural Sensitization training.

• Act as liaison between India teams and U.S. teams for training updates and development of new materials.

• Possess demonstrated skill with training and coaching large teams in a repetitive queue environment.

• Possess demonstrated skill using training and coaching software.

• Have strong experience with calibration sessions; able to lead meetings with U.S. and India stakeholders to ensure alignment.  

• Possess ability to analyze date and error rates to determine knowledge gaps; identify whether performance gaps are due to training, process, or individual behavior.

• Develop "train-the-trainer" documentation so that top-performing agents are aided in the Mentor role, creating a scalable knowledge ecosystem.

• Hold a strong desire and demeanor to coach, collaborate and interact with others daily to help them succeed.

• Possess strong verbal and written professional communication skills, with the ability to provide and receive constructive feedback.

• Two to four years' experience in a trainer role required.