FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in training execution and governance within high-volume service environments, focusing on performance metrics, coaching, and stakeholder influence. Proven ability to facilitate new hire training and develop effective training standards and frameworks.
Highest-signal resume keywords
Training ExecutionPerformance Metrics DevelopmentCoaching SkillsStakeholder InfluenceBPO Partner Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Training GovernanceFacilitation StandardsPerformance ScorecardsCorrective Action MechanismsTrainer Certification ProgramsObservation ModelsContent EvaluationTraining Standards DevelopmentGraduation Rate MeasurementNesting Performance Analysis
Soft Skills
Strong Coaching SkillsAbility to Influence StakeholdersProblem Distinction Skills
Industry Keywords
Contact CenterBPOHigh-Volume Service EnvironmentFinancial ServicesFintechRegulated Environment
About the role
Key responsibilities & impact- Own training execution across lines of business and ensure BPO trainers facilitate programs and content as expected
- Ensure agents receive support during new hire training and complete training on time
- Guide BPO master trainer contractors to drive training excellence
- Travel to partner sites and facilitate new hire classes, Train-the-Trainer sessions, and co-facilitation
- Own trainer effectiveness end to end, including certification, recertification, calibration, observation, coaching, and teaching clearance decisions
- Build training-delivery scorecards and governance cadences with partner training leadership
- Bring performance data to business reviews and drive corrective action plans
- Measure graduation rates, nesting performance, speed to proficiency, trainer certification rates, and early-tenure quality and performance
- Partner with Learning, Content, Quality, Workforce Management, Partner Operations, and LOB Operations
- Diagnose training gaps and help rebuild training standards
Requirements
What you’ll need- 7+ years in training, learning, or talent development within a contact center, BPO, or other high-volume service environment
- Hands-on facilitation of new hire classes for frontline agents
- Experience managing outsourced or BPO partners and holding them accountable for outcomes
- Experience building performance metrics, governance frameworks, scorecards, and corrective action mechanisms
- Experience building training governance, including certification and train-the-trainer programs, facilitation standards, observation and coaching models, and supporting documentation
- Strong coaching skills with other trainers
- Ability to distinguish between content, facilitation, and operations problems
- Ability to evaluate program effectiveness, identify trends across sites and vendors, and translate findings into business requirements and decisions
- Ability to influence internal stakeholders and external partners at every level
- Willingness to travel domestically and internationally approximately 30–40% of the time
- Experience in financial services, fintech, or another regulated environment is a plus
Benefits
Comp & perks- Full-time employees may be eligible for bonuses, competitive equity, and benefits
- Fully remote program for eligible employees
- Backup child, elder, and pet care
- Subsidized commuter benefits for eligible employees
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy and company-wide paid days off
- 1% of time off to support local community organizations
- Annual wellness stipend
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents
- Family planning reimbursement
- Team and company-wide events depending on location