Content Moderator Trainer

UnifyCX is growing! We are looking for an experienced Contact Center Trainer to join our motivated and ambitious team in Barranquilla. Come be one of the pioneers at our newest location!

About The Role

The Content Moderation Trainer is responsible for delivering onboarding and ongoing training to moderators, team leads, and cross-trained personnel within a Trust & Safety program. This role ensures that all agents fully understand content policies, classification frameworks, workflows, tools, and resiliency best practices required to safely and accurately review sensitive or graphic content.

The Trainer is a critical part of the moderation ecosystem, enabling agents to perform with confidence, accuracy, and emotional preparedness.

Key Responsibilities

Training Program Delivery

Facilitate new-hire training classes covering moderation tools, content policies, platform rules, safety classifications, workflows, and escalations.
Provide refresher training (policy updates, new queues, quality trends, performance gaps).
Conduct cross-training sessions during expansions or transitions.
Ensure all training content is engaging, accurate, and aligned with client standards.

Policy & Process Mastery

Maintain expert-level knowledge of Trust & Safety guidelines, including sensitive content categories (violence, hate speech, self-harm, adult content, CSAM indicators, extremism, mental health triggers, etc.).
Translate complex policy updates into clear, digestible training materials.
Train moderators on decision trees, tagging structures, and client-specific rule interpretation.
Partner with SMEs, QA, and client policy teams to resolve unclear policy areas.

Learning Material Development

Create and update training handbooks, slide decks, assessments, scripts, knowledge checks, and SOP documents.
Convert policy updates into micro-learning modules or rapid refresher sessions.
Develop simulation-based learning scenarios (graphic and non-graphic).
Maintain the training content repository and ensure version control.

Quality, Coaching & Evaluation

Conduct knowledge assessments, quizzes, and practical simulations to evaluate trainee readiness.
Provide individual coaching to moderators struggling with policy comprehension or accuracy.
Identify knowledge gaps via QA reports and partner with TLs to drive targeted learning plans.
Maintain training performance dashboards (scores, pass/fail, retraining needs).

Resiliency & Wellness Support

Incorporate wellness techniques into training (grounding, decompression protocols, break cadence).
Prepare moderators for exposure to sensitive/graphic content with trauma-informed practices.
Teach proper usage of wellness resources and escalation pathways.

Cross-Functional Collaboration

Align with Operations, QA, TLs, Workforce, and Client Trainers to ensure training accuracy and schedule alignment.
Participate in calibration sessions to stay aligned with quality interpretation.
Support client-driven workshops, audits, and training validations as required.

Reporting & Documentation

Maintain training logs, attendance records, assessment results, and certification documentation.
Prepare weekly training summaries or KPIs for leadership and client review.
Track trends in trainee performance and recommend improvements to the program.

Required Skills & Competencies

Strong presentation, facilitation, and classroom management skills (virtual + in-person).
Deep understanding of Trust & Safety policies and moderation workflows.
Excellent communication and instructional design skills.
High emotional resilience and comfort explaining sensitive content categories.
Strong analytical and problem-solving ability.
Ability to convert complex policy language into trainee-friendly explanations.
Competency with LMS platforms, training tools, and documentation formats.

Qualifications

Required

1–2 years experience in training, facilitation, coaching, or L&D roles.
Experience in content moderation, Trust & Safety, or related operations.
High school diploma or equivalent.
Must be legally authorized to work in the U.S.
Ability to work evenings/weekends based on client needs.

Preferred

Prior training experience in a BPO environment.
Formal background in instructional design, adult learning, or similar.
Experience working with U.S.-based moderation clients.
Experience handling high-risk content categories.
Proficiency with PowerPoint, LMS, Excel, and training dashboards.

Why Join Us?

Work with a mission-driven team protecting global online communities.
Competitive compensation and U.S.-based benefits.
Career growth within Operations, QA, Training, Workforce Management, and Trust & Safety leadership.
Supportive, structured, and wellness-focused workplace culture.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
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