Training Manager (Content Moderation)

Job Summary

The successful candidate will be responsible for overseeing effective planning, administering, evaluation of process training programs and timely and efficient delivery of policy functions. Team governance and reporting to internal & external stakeholders will also be a critical part of the role.

The Training Manager should be able to display a high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics. They should know about the business training function, content creation and management, team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, people and client management as a whole.

Responsibilities

Training & Development

• Govern the business process knowledge management
• Ensure that TNA is conducted timely and training is in line with findings
• Track Training Surveys to understand feedback provided to trainers
• Identify and recommend modifications or additions in content to facilitate the learning needs of the new hires as well as tenured agents.
• Conceptualise training interventions as per the learning gaps identified
• Guide trainers in conducting Focus Group Discussions with Ops team, Study BQ & RCA analysis to identify high error areas
• Analyse monthly PKT outcomes and focus on low scoring areas
• Evaluate the effectiveness of Training Programs and make improvements as required
• Overall governance and monitoring of New Hire batches and planning
• Address performance and behavioral issues of new hires in training
• Ensure Training Throughput Attrition & Duration Policy
• Efficiency Improvement & Calibration are maintained as per agreed SLA
• Maintain timely completion of interventions
• Conduct periodic audit checks to ensure adherence to processes and timelines as defined in Training SOP
  
  

Policy & Content

• Ensure prompt cascade of all policy changes to operations and calibration with vendor partner/client on queries
• Review updates /Policy Shots/quizzes/Root Cause Analysis and provide relevant feedback to trainers
• Guide team to create policy related content for ease of knowledge dissemination as applicable
• Acquire and maintain strong domain knowledge
• Detect gaps in policy / content , hold calibrations with vendor partners / clients to address and fix defects/deficiencies
  
  

Team Management & Governance

• Provide necessary direction to the team across tasks
• Review performance and conduct performance discussions
• Plan and nominate trainers for their developmental trainings
• Ensure optimum resource utilization and proper work allocation
• Define trainer deliverables and conduct one-on-one discussions
• Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance
• Ensure all team trackers are maintained accurately and are up-to-date
• Audit trainer delivery through monthly Trainer Observations & share feedback
• Mentor & coach Trainers on their KRAs & drive it towards completion
• Ensure Trainers maintain Training data for project
• Maintain & Update data for internal/external for reporting purposes
• Responsible and work closely with business for any escalations, RCAs and training support
• Attend team meetings with the global team
  
  

Client Interfacing & Collaboration

• Attend all relevant client meetings and act as the primary point of contact for the client
• Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
• Generate and share meaningful insights with clients for improvement of process/tool
• Ensure all client tasks are delivered based on commitments made
• Create and present Training slides as part of business reviews in WBRs/MBRs