Director / Senior Director, Training - Trust & Safety
TeleperformanceMaximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.
As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.
The Opportunity
The Director of Training is vital to the organization's success. This role involves overseeing the development, implementation, and management of client-centric training programs aligned with clients' functional training needs. Responsibilities include fostering individual development, defining budget requirements, and tracking training costs for both the company and clients. By creating a dynamic learning environment, this position enhances employee retention and satisfaction, contributing to the organization's overall growth.
The Responsibilities & Duties
Participating in process-level conference calls with clients and operations to understand requirements and implement actions that meet process requirements and client expectations.
Attending and represent weekly and monthly business reviews (WBR/MBR) with clients and operations for respective processes.
Evaluating the quality of training delivered using feedback tools, training quality scores, and training efficiency (conversion) scores.
Conducting audits to gauge the efficacy of testing systems and applications, and continually update training materials as new products and processes are introduced.
Leveraging AI technologies to create personalized learning paths, adaptive learning experiences, and intelligent tutoring systems. Use AI to analyse training data for actionable insights, implement AI-driven automation to streamline administrative tasks, and stay abreast of the latest AI developments to evaluate their impact on the organization's training programs.
Representing the process training function during client pitches to showcase the organization’s capabilities, achievements, and robust learning environment.
Reviewing training incentive data monthly to ensure batch funds are utilized to drive engagement and performance. Submit billing information in a timely manner.
The Qualifications
Graduate/Postgraduate from a recognized university
12+ years of experience in BPO/similar industry setup with 8 to 10+ years in leading large-scale Training teams in the Trust & Safety space
Extensive experience in leading Functional Training & Continuous Learning functions for large Trust & Safety / Content Moderation / Data labelling processes for international logos.
Data visualization experience to provide insights and able to succinctly articulate value.
Experience with designing experiments, tools, and measures, establishing hypotheses, and leading projects from end to end.
Training Certifications (TTT, Coaching Skills, Instructional Design etc) preferred
Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Diversity, Equity & Inclusion
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.