Assistant Training Manager||Content Moderation

1 day ago

Gurgaon, Haryana, India IGT Solutions Full time US$ 9,00,000 - US$ 12,00,000 per year

Job Opening: Assistant Manager Training (Content Moderation)

Location: Gurgaon, India

Company: IGT Solutions

Industry: BPO | Content Moderation | Customer Experience

Employment Type: Full-Time

About IGT Solutions:

IGT Solutions is a leading provider of customer experience (CX) and digital transformation solutions for travel and high-growth technology companies. With a global presence and a passion for delivering exceptional service, were seeking dynamic individuals who are ready to lead with purpose and transform CX from the inside out.

Position Overview:

We are looking for an experienced and driven Assistant Manager – Training to lead learning and development initiatives within our Content Moderation vertical. This role is critical in promoting a customer-first mindset across our voice and digital service channels, with a focus on boosting customer satisfaction (CSAT), loyalty (NPS), and overall service quality.

Key Responsibilities:

  • Training Design & Delivery:

    Create and deliver customized CX training programs focused on communication, empathy, and engagement for contact center agents.
  • CX Culture Enablement:

    Foster a coaching-based, customer-centric culture by driving consistent messaging, behavioral standards, and quality in customer interactions.
  • Performance Coaching:

    Conduct engaging soft skills, communication, and conflict-resolution training for both new hires and experienced staff, particularly within the Content Moderation team.
  • Team Mentorship:

    Guide and support trainers and team leads to enhance their coaching effectiveness and overall team performance.
  • Recognition & Feedback:

    Identify and reward WOW customer moments; evaluate feedback to pinpoint improvement areas and tailor training accordingly.
  • Cross-Functional Collaboration:

    Partner with Operations, QA, and HR to assess training needs and roll out initiatives that align with business goals.
  • Onboarding & Orientation:

    Lead cultural and values-based orientation sessions to embed IGT's customer-first philosophy in all new team members.
  • Quality Alignment:

    Participate in regular calibration sessions to ensure training remains aligned with QA benchmarks and customer satisfaction goals.
  • Data-Driven Improvement:

    Analyze performance data and trends to refine training strategy, identify skill gaps, and enhance training effectiveness.

Candidate Profile:

  • Minimum 3–5 years of experience in Training/Coaching within BPO, Customer Service, or Content Moderation domains.
  • Proven ability to create and implement training programs that improve customer engagement and satisfaction.
  • Strong knowledge of CX metrics (CSAT, NPS, DSAT) and how to influence them through behavioral coaching.
  • Ability to adapt training techniques based on learner feedback and performance analytics.
  • Excellent communication, facilitation, and interpersonal skills.

What We Offer:

  • A dynamic and rapidly growing international work environment
  • Opportunities to shape customer experience strategies at scale
  • A collaborative and inclusive team culture
  • Career growth with continuous learning and upskilling opportunities

Interested? Let's Connect

Send your updated resume to: [ ] (via WhatsApp)

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