Training Supervisor (Mandarin)

Job Description

• As a Training Supervisor at Concentrix, you will lead and oversee the delivery of comprehensive training programs to ensure consistent quality, compliance, and alignment with business objectives.
• This role is critical in supervising a team of trainers and ensuring they are equipped to deliver effective training for new hires and existing employees, including programs related to Trust & Safety operations.

Key Responsibilities

Training Leadership

• Oversee the planning, execution, and evaluation of New Hire Training (NHT) batches and continuous learning initiatives.
• Supervise and coach trainers to ensure high-quality, standardized training delivery across programs.

Performance & Quality Monitoring

• Monitor trainer performance, trainee engagement, and learning outcomes to identify opportunities for improvement.
• Ensure training aligns with quality standards, policy compliance, and client expectations, particularly for Trust & Safety programs.

Trust & Safety Training Oversight

• Support the delivery of training related to Trust & Safety operations, including:
• Platform policy enforcement
• Content moderation standards
• Data privacy and confidentiality
• User safety, risk mitigation, and regulatory compliance
• Reinforce adherence to ethical guidelines, escalation protocols, and sensitive content handling practices.

Stakeholder Collaboration

• Partner with Operations, Quality, and Trust & Safety teams to identify performance gaps and implement targeted action plans.
• Use operational feedback to continuously refine training curriculum and classroom practices.

Training Metrics & Retention

• Drive key training metrics, including certification rates, nesting conversions, and training-to-production readiness.
• Develop strategies to improve trainee engagement and retention throughout the training lifecycle.

Innovation & Continuous Improvement

• Encourage innovation by integrating real-time floor feedback, audit findings, and trust & safety learnings into training methodologies.
• Utilize process mapping and data analysis to enhance training effectiveness and efficiency.

Data, Compliance & Quality Assurance

• Maintain accurate training documentation and ensure adherence to internal data management processes.
• Support audits, quality reviews, and calibration sessions as required.

Education & Experience

• Bachelor’s Degree from a recognized four-year college or university.
• Minimum 1 year of relevant supervisory or training experience preferred (Trust & Safety experience is an added advantage).

Skills & Competencies

• Strong verbal and written communication skills.
• Proficient in Microsoft Office Suite and training or learning management tools.
• Proven leadership ability with strong coaching, multitasking, and decision-making skills.
• Ability to adapt in a 24x7 operational environment, including night shifts and weekends.
• Demonstrated problem-solving skills and a mindset for innovation and continuous improvement.

Additional Notes

• This role requires a proactive and adaptable leader who can support evolving business needs, ensure compliance in Trust & Safety environments, and drive continuous improvement in training standards and delivery.