Director, Training and Quality Assurance

Key Responsibilities

• 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.

Quality Assurance & Performance Improvement

• 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.

Client Partnership & KPI Management

• 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.

Leadership & Team Development

• 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.

Process, Tools & Continuous Improvement

• 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.

Compliance & Risk Management

• 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.
• Implement controls to ensure consistent policy communication and behavioral reinforcement across programs.