Master Trainer - New Hire Operations

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Our fintech client is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

• Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
• Self-service: Provide self-service and automated capabilities to help members solve their own problems; create a community for members to support each other
• Excellent support: When members do have to contact us, provide them with excellent service.

About the Role

As a Master Trainer, you will partner with our client’s Operations and Member Experience (OMX) Learning & Development and New Hire Operations (NHO) teams as a senior-level facilitator and center of excellence for instructional quality, coaching, and curriculum alignment. You will support new hire and production training across our client’s vendor network and multiple lines of business (LOBs), serving as a strategic liaison between our client and its vendor partners with a core focus on ensuring high-quality facilitation of every new hire program.

Much of your work will center on measuring and driving trainer quality through observations, Train-the-Trainer (TTT) sessions, and the Facilitation Academy. You will also play a key role in launching new sites: ensuring new trainers are ready to deliver, and facilitating the initial waves of agent training yourself to model ideal facilitation skills and set clear expectations for local training teams.

Your work will directly shape the quality of training delivered to thousands of BPO agents and the experience of millions of our client’s customers. This role is a great fit for a seasoned facilitator who leads by example, coaches with data, and thrives in a fast-moving environment.

In this role, you can expect to:

• Measure and drive trainer quality by conducting live and recorded observations of trainers, focusing on engagement, accuracy, pacing, and adherence to curriculum, and completing observations within 5 business days of class end.
• Facilitate and validate trainer onboarding and certification, including co-facilitation and final solo class certification, to verify readiness and consistency in facilitation skills.
• Lead Train-the-Trainer (TTT) sessions to support the launch of new and updated content, and verify consistent delivery across lines of business and geographies.
• Facilitate the Facilitation Academy and reinforce our client’s facilitation and classroom management standards across every site you support.
• Support new site launches by assessing and ensuring new trainer readiness, and by facilitating initial waves of agent training to model ideal facilitation skills and expectations.
• Provide 1:1 coaching and group feedback to trainers, using observation data and performance metrics to guide discussions and build trainer development plans.
• Analyze class performance metrics, including pass rates, attendance, attrition, and post-nesting performance, to identify trends and recommend targeted improvements.
• Review learner satisfaction survey data to pinpoint trends and turn insights into trainer development actions.
• Serve as a Subject Matter Expert (SME) for your supported LOBs, building enough expertise to independently handle tickets with accuracy, and step in to facilitate classroom training when trainer vacancies arise.
• Partner with the New Hire Maintenance team to propose curriculum enhancements, report technical training issues, and surface operational barriers raised by trainers.
• Collaborate with Master Trainer peers in other geographies to deliver a unified training experience and promote shared best practices.
• Uphold measurable quality standards, including scoring calibration with our client (within ±5%, at least 90% of the time), class readiness scores of 4.5/5 or higher on client audits, and resolution of identified content issues.
• Participate in weekly operational syncs, contribute to monthly performance reports, respond to client communications within 24 business hours, and escalate operational risks or quality concerns promptly.
• Work within the scope defined by our client, keeping coaching focused on trainers and staying neutral across vendor partners.

To thrive in this role, you have:

• 5–7+ years of training and facilitation experience, ideally in a contact center or BPO environment, including experience training, coaching, or certifying other trainers.
• Expert facilitation and classroom management skills across in-person and virtual instructor-led formats, with the ability to model best-in-class delivery for others.
• A proven ability to observe, evaluate, and coach facilitators using structured rubrics and calibration, and to deliver clear, actionable feedback.
• Deep knowledge of adult learning principles and how they translate into engaging, effective classroom experiences.
• Strong data analysis skills, with experience using training metrics (pass rates, attrition, post-nesting performance, learner surveys) to diagnose issues and drive performance improvements.
• Experience supporting new site launches, ramps, or large-scale training rollouts is a strong plus.
• The ability to quickly master complex products, processes, and tools, and to become a trusted SME across multiple LOBs.
• Excellent written and spoken English communication, and strong relationship skills to partner with stakeholders across vendors, sites, and geographies.
• Experience in financial services, fintech, or another regulated industry is a plus.
• Familiarity with tools such as Zendesk, Five9, Twilio Flex, Looker, a knowledge base (e.g., Shelf, Zendesk, Confluence, Document360, etc.), and an LMS is a plus.
• Strong organization and prioritization skills to manage multiple classes, sites, and deadlines at once.
• Experience leveraging AI tools in your daily workflow to work more efficiently, while maintaining quality.
• Ability and willingness to travel domestically and internationally up to 30% to support new site launches.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URLhttps://www.taskus.com/careers/.