Training Supervisor (Mandarin Speaker)

Concentrix; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Concentrix seeks a Training Supervisor to lead and oversee comprehensive training programs, ensuring quality, compliance, and alignment with business objectives. You will supervise trainers, ensure effective delivery for new hires and existing staff, and oversee Trust & Safety trainings.

You will partner with Operations, Quality, and Trust & Safety teams to identify gaps, implement targeted actions, and monitor performance metrics across training initiatives.

Qualifications

• Bachelor’s degree required with strong communication skills.
• Minimum 1 year supervisory or training experience, Trust & Safety experience is a plus.
• Demonstrated leadership, coaching, multitasking and decision-making abilities.
• Proficient in Microsoft Office Suite and learning management tools.

Responsibilities

• Oversee the planning, execution, and evaluation of New Hire Training (NHT) batches and continuous learning initiatives.
• Supervise and coach trainers to ensure high-quality, standardized training delivery across programs.
• Monitor trainer performance, trainee engagement, and learning outcomes to identify opportunities for improvement.
• Support training related to Trust & Safety operations, including data privacy and regulatory compliance guidelines.
• Collaborate with Operations, Quality, and Trust & Safety teams to refine curriculum and classroom practices.
• Drive training metrics such as certification rates and readiness for production.

Skills

Verbal & written communication

Leadership

Problem solving

Education

Bachelor’s Degree

Tools

Microsoft Office

Learning Management System

Job description

As a Training Supervisor at Concentrix, you will lead and oversee the delivery of comprehensive training programs to ensure consistent quality, compliance, and alignment with business objectives.

This role is critical in supervising a team of trainers and ensuring they are equipped to deliver effective training for new hires and existing employees, including programs related to Trust & Safety operations.

Key Responsibilities

• Oversee the planning, execution, and evaluation of New Hire Training (NHT) batches and continuous learning initiatives.
• Supervise and coach trainers to ensure high-quality, standardized training delivery across programs.

Performance & Quality Monitoring

• Monitor trainer performance, trainee engagement, and learning outcomes to identify opportunities for improvement.
• Ensure training aligns with quality standards, policy compliance, and client expectations, particularly for Trust & Safety programs.

Trust & Safety Training Oversight

• Support the delivery of training related to Trust & Safety operations, including:
• Data privacy and confidentiality
• User safety, risk mitigation, and regulatory compliance
• Reinforce adherence to ethical guidelines, escalation protocols, and sensitive content handling practices.

Stakeholder Collaboration

• Partner with Operations, Quality, and Trust & Safety teams to identify performance gaps and implement targeted action plans.
• Use operational feedback to continuously refine training curriculum and classroom practices.

Training Metrics & Retention

• Drive key training metrics, including certification rates, nesting conversions, and training-to-production readiness.
• Develop strategies to improve trainee engagement and retention throughout the training lifecycle.
• Encourage innovation by integrating real-time floor feedback, audit findings, and trust & safety learnings into training methodologies.
• Utilize process mapping and data analysis to enhance training effectiveness and efficiency.

Data, Compliance & Quality Assurance

• Maintain accurate training documentation and ensure adherence to internal data management processes.
• Support audits, quality reviews, and calibration sessions as required.

3. Qualifications 1.

Education & Experience

• Bachelor’s Degree from a recognized four-year college or university.
• Minimum 1 year of relevant supervisory or training experience preferred (Trust & Safety experience is an added advantage).
• Strong verbal and written communication skills.
• Proficient in Microsoft Office Suite and training or learning management tools.
• Proven leadership ability with strong coaching, multitasking, and decision-making skills.
• Ability to adapt in a 24x7 operational environment, including night shifts and weekends.
• Demonstrated problem-solving skills and a mindset for innovation and continuous improvement.