Responsibilities
* Provide an overview of performance of the Training team on a bi‑weekly basis.
* Oversee performance of trainers, new‑hire onboarding and reporting to Meta Training Team.
* Develop proactive training strategies to improve quality metrics of agents.
* Perform root cause analysis of new‑hire performance accuracy during onboarding, assessing knowledge gaps and recommending targeted training and material improvements.
* Oversee certification of the OS Training team and Senior Agents in liaison with Business Partner.
* Conduct monthly class observations of trainers (each trainer has 3 quarterly observations).
* Discuss and review class observation process with Meta trainers.
* Ensure adherence to Training Team Key Performance Indicators.
* Attend all Train‑the‑Trainers and training‑related meetings with Meta training team.
* Participate in Global Quality Calibration Sessions.
* Attend weekly and monthly Business Reviews.
* Support planning, scheduling, and coordination of all required training for sites.
* Manage all aspects of the training program, including planning, design, development, implementation, delivery and evaluation in liaison with Business Partner.
* Identify appropriate training curricula for strategic initiatives, ensuring alignment with audience and delivery methodology.
* Ensure complete, accurate, and timely data collection and communication by trainers.
* Develop and coordinate execution of onboarding and targeted training plans.
* Monitor new‑hire knowledge before and after training to determine follow‑up needs.
Qualifications
* Education: 4 years of higher education in Human Resources, Management, or Quality.
* Experience: Minimum 5 to 7 years total, including 3 to 5 years in training.
Skills and Prerequisites
* Training design and delivery
* Knowledge of quality standards
* Management skills
* Audit and analytical skills
* Synthesis skills
* Risk management
* Communication, conflict, and innovation management
Personal Skills
* Results orientation
* Team spirit
* Autonomy
Security Responsibilities
* Process personal data, customer data, and procedures in accordance with law, internal regulations, security policy, and company's IS usage charter.
* Protect personal data confidentiality during and after employment.
* Inform immediate supervisor of potential threats and incidents affecting work and data security.
* Ensure proper handling of information and IT resources, following all applicable rules and procedures.
* Participate in company‑organized security and data protection training.
Location: Dublin, County Dublin, Ireland
Employment type: Full‑time.
Seniority level: Mid‑Senior level.
Job function: Human Resources.
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