Senior Training Lead: Remote, BPO Training Excellence

Neobankbeat; United States; Remote; USD 130,000 - 180,000; Full time

Job summary

Chime is seeking a Senior Training Lead to own governance for Operations and Member Experience, traveling to partner sites to train new hire agents and raise delivery standards across the vendor network. You will lead a team of trainers, certify and recertify them, and drive calibration and coaching cadences to ensure consistency and quality.

You will measure graduation rates, nesting performance, speed to proficiency, and trainer certification rates, partnering with Learning, Content, Quality,

Qualifications

• 7+ years in training or talent development within a contact center, BPO, or other high-volume service environment.
• Experience managing outsourced or BPO partners and holding them accountable for outcomes.
• Experience building training governance from the ground up: certification programs, standards, and coaching models.
• Strong coaching skills with other trainers and the ability to distinguish content vs. facilitation vs. operations problems.

Responsibilities

• Own training execution across our lines of business, ensuring BPO trainers deliver programs as expected and agents are supported in new hire training.
• Guide a group of BPO master trainer contractors to drive training excellence with BPO training teams.
• Travel to partner sites ~30–40% of the time to train in classrooms, co-facilitate, and ensure delivery quality.
• Hold BPO partners accountable for training delivery with governance, scorecards, data reviews, and corrective action plans.

Skills

Training governance

Vendor management

Data analysis

Public speaking

Coaching

Facilitation

Stakeholder influence

Job description

Chime is seeking a Senior Training Lead to own governance for Operations and Member Experience, traveling to partner sites to train new hire agents and raise delivery standards across the vendor network. You will lead a team of trainers, certify and recertify them, and drive calibration and coaching cadences to ensure consistency and quality.

You will measure graduation rates, nesting performance, speed to proficiency, and trainer certification rates, partnering with Learning, Content, Quality,