Trainer, Trust & Safety

IntouchCX; Bogotá ciudad; Vor Ort; COP 35.000.000 - 60.000.000; Vollzeit

Zusammenfassung

IntouchCX is seeking a Training professional for Trust & Safety to lead end-to-end learning, onboarding, policy deployment, and nesting floor supervision. You will drive upskilling to ensure new hires reach production readiness with high baseline accuracy.

You will translate platform safety guidelines into clear modules, SOPs, and quizzes, while partnering with QA and Operations to close knowledge gaps and refresh training as needed. Fluency in Spanish and English is required.

Qualifikationen

• Background check is required.
• 2–6 years of experience in Trust & Safety, Content Moderation, or BPO.
• Professional fluency in Spanish and English.
• Strong facilitation, instructional design, and public speaking abilities.
• Ability to simplify dense policy documentation into accessible training concepts.
• Constructive coaching skills to build trainee confidence.

Aufgaben

• Lead onboarding and policy training sessions for new moderation cohorts.
• Convert complex safety guidelines into learning modules, SOPs and quizzes.
• Provide floor mentorship during nesting to ensure production readiness.
• Collaborate with QA and Operations to design refresher interventions addressing knowledge gaps.

Kenntnisse

Training

Instructional design

Public speaking

Facilitation

Coaching

Bilingual Spanish/English

Google Workspace

MS Office

Tools

Google Workspace

MS Office

Jobbeschreibung

About the Job

The Trainer, Trust & Safety, leads the end-to-end learning lifecycle for Trust & Safety teams, encompassing onboarding, policy deployment, nesting floor supervision, and targeted upskilling. The position ensures new hires transition smoothly into live production while achieving strict baseline accuracy standards.

As a Trainer, Trust & Safety, You Will…

• Deliver structured onboarding and policy training sessions to new hire moderation cohorts.

• Translate complex platform safety guidelines and edge cases into clear learning modules, SOPs, and quizzes.

• Provide active floor mentorship and query resolution during the critical nesting phase to ensure production readiness.

• Collaborate with QA and Operations teams to design targeted refresher interventions that resolve identified knowledge gaps.

As a Trainer, Trust & Safety, You Need…

• Must successfully pass a background check

• Have 2–6 years of experience in Trust & Safety / Content Moderation / BPO

• Prior experience as a Trainer / Subject Matter Expert (SME) / Quality Analyst preferred

• Professional fluency in Spanish and English

• Strong facilitation, instructional design, and public speaking abilities

• Capability to simplify dense, nuanced policy documentation into accessible training concepts

• Constructive coaching skills to build confidence in trainees handling sensitive content

• Proficiency in Google Workspace and MS Office applications

• Ability to work in a fast-paced, hectic, changing environment

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.