Assistant Training Manager||Content Moderation

Job Opening: Assistant Manager Training (Content Moderation)

Location:

About IGT Solutions:

IGT Solutions is a leading provider of customer experience (CX) and digital transformation solutions for travel and high-growth technology companies. With a global presence and a passion for delivering exceptional service, were seeking dynamic individuals who are ready to lead with purpose and transform CX from the inside out.

Position Overview:

Assistant Manager – Training

Key Responsibilities:

• Training Design & Delivery:

  Create and deliver customized CX training programs focused on communication, empathy, and engagement for contact center agents.

• CX Culture Enablement:

  Foster a coaching-based, customer-centric culture by driving consistent messaging, behavioral standards, and quality in customer interactions.

• Performance Coaching:

  Conduct engaging soft skills, communication, and conflict-resolution training for both new hires and experienced staff, particularly within the

  Content Moderation

  team.

• Team Mentorship:

  Guide and support trainers and team leads to enhance their coaching effectiveness and overall team performance.

• Recognition & Feedback:

  Identify and reward WOW customer moments; evaluate feedback to pinpoint improvement areas and tailor training accordingly.

• Cross-Functional Collaboration:

  Partner with Operations, QA, and HR to assess training needs and roll out initiatives that align with business goals.

• Onboarding & Orientation:

  Lead cultural and values-based orientation sessions to embed IGT’s customer-first philosophy in all new team members.

• Quality Alignment:

  Participate in regular calibration sessions to ensure training remains aligned with QA benchmarks and customer satisfaction goals.

• Data-Driven Improvement:

  Analyze performance data and trends to refine training strategy, identify skill gaps, and enhance training effectiveness.

Candidate Profile:

• Minimum 3–5 years of experience in

  Training/Coaching

  within

  BPO, Customer Service, or Content Moderation

  domains.
• Proven ability to create and implement training programs that improve customer engagement and satisfaction.
  
• Strong knowledge of CX metrics (CSAT, NPS, DSAT) and how to influence them through behavioral coaching.
  
• Ability to adapt training techniques based on learner feedback and performance analytics.
  
• Excellent communication, facilitation, and interpersonal skills.
  

What We Offer:

• A dynamic and rapidly growing international work environment
  
• Opportunities to shape customer experience strategies at scale
  
• A collaborative and inclusive team culture
  
• Career growth with continuous learning and upskilling opportunities
  

Interested? Let’s Connect!

Send your updated resume to: