Director, Training and Quality Assurance
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Job Description
Director of Training and Quality at InteLogix responsible for training and quality assurance programs across BPO operations. Leading teams to enhance customer service experiences and deliver quality results.
Responsibilities:
- The Director of Training and Quality is responsible for designing, leading, and continuously improving training, quality assurance, and performance programs across customer service operations within a BPO environment.
- Develop and execute a comprehensive training strategy aligned to customer service delivery goals, client requirements, and business growth.
- Oversee onboarding, new hire training, nesting, and transition-to-production readiness for multiple programs.
- Lead the design and implementation of continuous learning programs (refresher training, upskilling, cross-training, and leadership development).
- Ensure training materials, job aids, and knowledge content are accurate, current, and aligned to brand standards and customer experience expectations.
- Establish trainer performance standards and coaching routines to ensure training effectiveness and consistency.
- Lead the Quality Assurance (QA) function to ensure customer interactions meet defined standards for accuracy, compliance, empathy, professionalism, and resolution effectiveness.
- Define and maintain quality frameworks, scorecards, calibration processes, and audit standards across voice, chat, email, and social channels.
- Drive cross-functional root cause analysis and corrective action plans to address performance gaps and recurring defects.
- Use QA insights to influence coaching strategies, training enhancements, and process improvements.
- Establish governance for quality reporting, trending, and improvement tracking.
- Serve as a key stakeholder in client relationships, ensuring training and quality programs align to SLAs, KPIs, and customer experience targets.
- Lead client-facing discussions related to training readiness, quality performance, calibration outcomes, and improvement initiatives.
- Translate client requirements into measurable training outcomes and quality standards.
- Support RFPs, solution design, transitions, and new client implementations by building scalable training and QA models.
- Lead, coach, and develop Training and QA teams, including managers, supervisors, trainers, QA analysts, and instructional designers.
- Set clear performance goals, role expectations, and development plans for team members.
- Build a culture of accountability, continuous improvement, and customer-first mindset.
- Ensure staffing models support operational demand, ramp schedules, and program expansion.
- Identify and implement tools and technologies to improve training delivery and QA efficiency (eLearning platforms, LMS, QA tools, analytics dashboards).
- Partner with Operations and Continuous Improvement teams to improve customer experience, reduce handle time drivers, and increase first contact resolution.
- Standardize training and quality processes across sites/programs while allowing flexibility for client-specific needs.
- Ensure documentation, workflows, and SOPs remain current and audit-ready.
- Ensure training and QA processes meet regulatory, privacy, and security requirements (e.g., HIPAA, PCI, GDPR, or client-specific compliance standards).
- Maintain audit readiness and ensure quality monitoring supports compliance adherence.
Requirements:
- Bachelor’s degree in Business, Education, Organizational Development, Communications, or related field preferred.
- 8+ years of progressive experience in customer service operations, training, quality, or performance management within a BPO or contact center environment.
- 4+ years of leadership experience managing multi-layer teams (managers, supervisors, analysts, trainers).
- Proven experience building scalable training and quality programs across multiple accounts and/or sites.
- Strong knowledge of contact center KPIs and drivers, including CSAT, NPS, FCR, AHT, QA scores, compliance, and retention.
- Experience leading client-facing meetings and performance reviews.
- Experience supporting multi-channel customer support environments (voice, chat, email, social).
- Familiarity with instructional design methodologies (ADDIE, adult learning principles, blended learning).
- Experience with LMS platforms and QA tools.
- Lean Six Sigma certification or continuous improvement experience strongly preferred.
- Experience in high-growth, fast-changing BPO environments with multiple concurrent client requirements.
Benefits:
- Professional development opportunities
- Remote work options
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