Trust & Safety Training Lead
Key Duties and Responsibilities:
- Design and facilitate specialized training for Conversational Fluency and Vocal Delivery (Tone, Intonation, Articulation). Ensure consistent AI Persona Emulation (Teacher, Coach, Companion) for the Navi Live workflow.
- Develop hands-on simulation environments for high-fidelity video production, precision temporal annotation (timestamps), and multi-modal data capture.
- Direct and produce all video-learning assets, including screen recordings and voice-over demos, ensuring all content is synchronized and scalable for global teams.
- Own the end-to-end process for initial and continuous rater validation, integrating voice and video performance metrics into the scoring model.
- Maintain and update all Product Knowledge Tests (PKT) and scenarios to reflect current ML policies and quality rubrics (e.g., Gemini usage restrictions and Feature Criticality modeling).
- Deliver actionable coaching feedback within a target 24-hour cycle for human errors identified during pilot phases.
- Formally hold accountability for operational errors caused by training gaps. Coordinate with Quality and Ops teams to close the Root Cause Analysis (RCA) loop and implement preventative measures.
- Act as the primary owner for the rollout of new policies and process updates, specifically addressing compliance issues flagged during Quality Audits.
- Maintain mandatory quarterly certification across all legacy and new workflows (Deku, Navi, Annotation) to remain the highest-level Subject Matter Expert (SME).
- Report directly to the Operations Manager with weekly training health metrics, proficiency trends, and strategic updates on workforce readiness.
- Empowered to make independent decisions within the training scope, including curriculum adjustments, certification standards, and the selection of training tools/methods to meet project deadlines.
- While overseeing the curriculum, the Lead must be prepared to personally conduct training sessions for new pilots, high-priority stakeholders, or underperforming cohorts as required by the business.
Qualifications:
- Must be able to produce professional-grade video, screen recordings, and audio demos.
- Requires a deep understanding of tone, intonation, and articulation to train human raters on "AI Persona" delivery.
- Holds formal accountability for training-related errors and must lead the Root Cause Analysis (RCA) process to prevent reoccurrence.
- Must manage an "Agile Loop," delivering coaching feedback within a strict 24-hour window during pilot phases.
- Empowered to adjust certification standards and select training tools independently to meet deadlines.
- Responsible for upward reporting on workforce readiness, proficiency trends, and "Training Health" metrics.
Kuala Lumpur
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