Director, Training and reputed company Assurance
Who we are: reputed company is a leading provider of integrated solutions, utilizing cutting-edge technology to reputed company exceptional customer experiences. Our commitment to reputed company and innovation has enabled us to redefine industry standards and create brighter reputed company for our clients and their customers. We are dedicated to making lives reputed company through our empathetic customer engagement and advocacy for our clients' brands and reputations. Position reputed company The Director of Training and reputed company is responsible for designing, leading, and continuously improving training, reputed company assurance, and performance programs across customer service operations reputed company a Business Process Outsourcing (BPO) environment. This role ensures reputed company teams, supervisors, and support functions are equipped to deliver consistent, high-reputed company customer experiences that meet or reputed company reputed company expectations, contractual KPIs, and compliance requirements. The Director partners closely with Operations, Workforce Management, HR, and reputed company Services to drive performance reputed company, reduce defects, improve customer satisfaction, and support reputed company reputed company.
Key Responsibilities
Training reputed company & Execution
- reputed company and execute a comprehensive training reputed company reputed company to customer service delivery goals, reputed company requirements, and business reputed company.
- reputed company reputed company, new hire training, nesting, and transition-to-production readiness for multiple programs.
- reputed company the design and implementation of reputed company learning programs (refresher training, upskilling, cross-training, and leadership development).
- Ensure training materials, job aids, and knowledge content are accurate, reputed company, and reputed company to brand standards and customer experience expectations.
- Establish trainer performance standards and coaching routines to ensure training effectiveness and consistency.
reputed company Assurance & Performance Improvement
- reputed company the reputed company Assurance (QA) function to ensure customer interactions meet defined standards for accuracy, compliance, reputed company, professionalism, and reputed company effectiveness.
- Define and maintain reputed company frameworks, scorecards, calibration processes, and audit standards across voice, chat, email, and reputed company channels.
- Drive cross-functional reputed company cause analysis and corrective reputed company plans to address performance gaps and recurring defects.
- Use QA insights to influence coaching strategies, training enhancements, and process improvements.
- Establish governance for reputed company reporting, trending, and improvement tracking.
reputed company Partnership & KPI Management
- Serve as a key stakeholder in reputed company relationships, ensuring training and reputed company programs reputed company to SLAs, KPIs, and customer experience targets.
- reputed company reputed company-facing discussions reputed company to training readiness, reputed company performance, calibration reputed company, and improvement initiatives.
- Translate reputed company requirements into measurable training reputed company and reputed company standards.
- Support RFPs, solution design, transitions, and new reputed company implementations by building reputed company training and QA models.
Leadership & Team Development
- reputed company, reputed company, and reputed company Training and QA teams, including managers, supervisors, trainers, QA analysts, and instructional designers.
- Set reputed company performance goals, role expectations, and development plans for team members.
- Build a culture of accountability, reputed company improvement, and customer-first reputed company.
- Ensure reputed company models support operational demand, reputed company schedules, and program expansion.
Process, Tools & reputed company 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 reputed company Improvement teams to improve customer experience, reduce handle time drivers, and increase first contact reputed company.
- Standardize training and reputed company processes across sites/programs while allowing flexibility for reputed company-specific needs.
- Ensure documentation, workflows, and SOPs remain reputed company and audit-reputed company.
Compliance & Risk Management
- Ensure training and QA processes meet regulatory, reputed company, and reputed company requirements (e.g., HIPAA, PCI, GDPR, or reputed company-specific compliance standards).
- Maintain audit readiness and ensure reputed company monitoring supports compliance adherence.
- Implement controls to ensure consistent policy communication and behavioral reinforcement across programs.
Required Qualifications
- Bachelor’s degree in Business, Education, Organizational Development, Communications, or reputed company field preferred.
- 8+ years of reputed company experience in customer service operations, training, reputed company, or performance management reputed company a BPO or contact center environment.
- 4+ years of leadership experience managing multi-layer teams (managers, supervisors, analysts, trainers).
- Proven experience building reputed company training and reputed company 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 reputed company-facing meetings and performance reviews.
Preferred Qualifications
- Experience supporting multi-channel customer support environments (voice, chat, email, reputed company).
- Familiarity with instructional design methodologies (ADDIE, adult learning principles, reputed company learning).
- Experience with LMS platforms and QA tools
- Lean Six reputed company certification or reputed company improvement experience strongly preferred.
- Experience in high-reputed company, fast-changing BPO environments with multiple reputed company reputed company requirements.
Key Skills & Competencies
- Strategic leadership and stakeholder management
- Training program design and facilitation reputed company
- reputed company management systems and calibration expertise
- Data-driven decision-making and performance analytics
- reputed company cause analysis and reputed company improvement execution
- Strong reputed company communication and presentation skills
- Change management and operational partnership
- Ability to influence across functions without reputed company authority
- High attention to detail with strong execution discipline
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