Senior Contact Center Training Lead | Onboarding & Compliance

ITCON Services; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

ITCON Services seeks an experienced Training Manager to lead development, delivery, and continuous improvement of training and certification programs for CQA operations. You will prepare personnel for voice, chat, multilingual, and omnichannel customer interactions while ensuring privacy and security compliance.

The ideal candidate has extensive contact center training experience, with a proven track record onboarding large numbers of employees for production environments and coordinating with

Qualifications

• 7+ years of contact center training experience.
• Experience building curricula and certification programs.
• Proven success delivering large-scale new-hire training.
• Experience with train-the-trainer, nesting, and remedial training.
• Strong instructional design, facilitation, and communication.
• Ability to link training outcomes to performance.
• Ability to manage multiple cohorts and priorities.
• Strong organizational and stakeholder management skills.

Responsibilities

• Develop and maintain role-based training curricula, materials, assessments, and certification requirements.
• Manage high-volume new-hire training programs and production-readiness activities.
• Train personnel on scripts, FAQs, SOPs, knowledge resources, systems, privacy policies, and security requirements.
• Support voice, chat, multilingual, and omnichannel service delivery training.
• Design and implement train-the-trainer, nesting, refresher, and remedial training programs.
• Measure training effectiveness through assessments, quality metrics, and operational performance indicators.
• Monitor employee readiness and provide recommendations for performance improvement.
• Coordinate training schedules and cohorts with Recruiting, WFM, and Operations teams.
• Maintain training documentation, certification records, and compliance reporting.
• Drive continuous improvement initiatives to enhance training outcomes and operational performance.

Job description

ITCON Services seeks an experienced Training Manager to lead development, delivery, and continuous improvement of training and certification programs for CQA operations. You will prepare personnel for voice, chat, multilingual, and omnichannel customer interactions while ensuring privacy and security compliance.

The ideal candidate has extensive contact center training experience, with a proven track record onboarding large numbers of employees for production environments and coordinating with