Master Trainer, New Hire Operations

Overview

Senior facilitator and center of excellence for instructional quality, coaching and curriculum alignment, supporting new hire and production training across a client's vendor network and multiple lines of business.

What you'll do

• Measure and drive trainer quality through live and recorded observations focusing on engagement, accuracy, pacing and adherence to curriculum, completed within 5 business days of class end.
• Facilitate and validate trainer onboarding and certification, including co-facilitation and final solo class certification.
• Lead Train-the-Trainer (TTT) sessions to support launch of new and updated content and verify consistent delivery across lines of business and geographies.
• Facilitate the Facilitation Academy and reinforce facilitation and classroom management standards across every site supported.
• Support new site launches by assessing new trainer readiness and facilitating initial waves of agent training to model ideal facilitation skills and expectations.
• Provide 1:1 coaching and group feedback to trainers using observation data and performance metrics, and build trainer development plans.
• Analyze class performance metrics, including pass rates, attendance, attrition and post-nesting performance, to identify trends and recommend targeted improvements.
• Review learner satisfaction survey data to pinpoint trends and turn insights into trainer development actions.
• Serve as Subject Matter Expert for supported lines of business, independently handle tickets with accuracy, and step in to facilitate classroom training when trainer vacancies arise.
• Partner with the New Hire Maintenance team to propose curriculum enhancements, report technical training issues and surface operational barriers raised by trainers.
• Collaborate with Master Trainer peers in other geographies to deliver a unified training experience and promote shared best practices.
• Uphold measurable quality standards, including scoring calibration with the client (within ±5%, at least 90% of the time) and class readiness scores of 4.5/5 or higher on client audits.
• Participate in weekly operational syncs, contribute to monthly performance reports, respond to client communications within 24 business hours, and escalate operational risks or quality concerns promptly.

What you'll need

• 5–7+ years of training and facilitation experience, ideally in a contact center or BPO environment, including experience training, coaching or certifying other trainers.
• Expert facilitation and classroom management skills across in-person and virtual instructor-led formats, with the ability to model best-in-class delivery.
• Proven ability to observe, evaluate and coach facilitators using structured rubrics and calibration, and to deliver clear, actionable feedback.
• Deep knowledge of adult learning principles and how they translate into engaging, effective classroom experiences.
• Strong data analysis skills using training metrics (pass rates, attrition, post-nesting performance, learner surveys) to diagnose issues and drive improvements.
• Ability to quickly master complex products, processes and tools, and to become a trusted SME across multiple lines of business.
• Excellent written and spoken English communication and strong relationship skills to partner with stakeholders across vendors, sites and geographies.
• Strong organization and prioritization skills to manage multiple classes, sites and deadlines at once.
• Ability and willingness to travel domestically and internationally up to 30% to support new site launches.

Nice to have

• Experience supporting new site launches, ramps or large-scale training rollouts.
• Experience in financial services, fintech or another regulated industry.
• Familiarity with tools such as Zendesk, Five9, Twilio Flex, Looker, a knowledge base (e.g., Shelf, Zendesk, Confluence, Document360) and an LMS.
• Experience leveraging AI tools in daily workflow to work more efficiently while maintaining quality.

Details

• Location: Navi Mumbai, India.
• Travel domestically and internationally up to 30% to support new site launches.