Senior Training Architect: Coaching & Quality

Journeyfront, Inc.; Monterrey; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Journeyfront, Inc. seeks a Sr. Trainer to own end-to-end training design, delivery, certification, and ongoing coaching across multiple client programs.

The role integrates QA by evaluating agent performance, conducting root cause analysis, and closing performance gaps through targeted training interventions. Responsibilities include building modular curricula, maintaining documentation, defining certification standards, and keeping content current as processes evolve.

Formación

• 3–5+ years in BPO contact center or shared services operations.
• 2+ years designing training curricula, facilitator guides and assessments.
• Experience building a training or quality function from scratch without templates.
• Hands-on QA experience including scorecards, evaluation, calibration and root cause analysis.
• English language proficiency at C1 level or above (written and spoken).
• Strong proficiency in Excel or Google Sheets to translate performance data into training plans.
• Ability to manage multiple client programs simultaneously and adapt to changing contexts.

Responsabilidades

• Build modular curricula combining core operational elements with client-specific layers.
• Create and maintain the documentation library including SOPs, job aids, facilitator guides and assessments.
• Define certification and nesting graduation standards based on objective evidence.
• Keep training content current as client processes, systems and requirements evolve.
• Deliver onboarding, nesting and role-specific training across new and existing accounts.
• Run simulations, practice sessions, assessments and remediation prior to production launch.
• Own training gates in client launch processes including training readiness roster, certification and nesting graduation.
• Coach agents directly and establish a sustainable coaching model for Team Leads.
• Design scorecards and evaluation criteria per program and run internal and client calibration sessions.
• Evaluate agent performance, isolate root cause issues and deliver targeted training interventions.
• Report quality and training outcomes to leadership and operations teams.
• Develop Team Leads and supervisors to maintain ongoing coaching and quality standards.
• Maintain QA and support documentation and program upkeep on live accounts.
• Run skill enhancement and cross-training initiatives to expand team capabilities.
• Backfill operational roles during ramps, absences or escalations.

Conocimientos

Curriculum design

Training delivery

Coaching

Quality assurance

Excel/Sheets

English (C1+)

Herramientas

Excel

Google Sheets

LMS platforms

Descripción del empleo

Journeyfront, Inc. seeks a Sr. Trainer to own end-to-end training design, delivery, certification, and ongoing coaching across multiple client programs.

The role integrates QA by evaluating agent performance, conducting root cause analysis, and closing performance gaps through targeted training interventions. Responsibilities include building modular curricula, maintaining documentation, defining certification standards, and keeping content current as processes evolve.