Director, Training and Quality Assurance

🕒 vor 6 Monaten

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InteLogix

WebsiteLinkedInAlle Stellen

5001 - 10000 Mitarbeiter

Gegründet 1957

💼 Beratung

💸 Finanzen

Consulting • Finance • Customer Experience

InteLogix ist führend im Bereich Customer Experience (CX) und Forderungsmanagement (Accounts Receivable Management, ARM) und bietet umfassende BPO-Lösungen, die Kundeninteraktionen verbessern und finanzielle Prozesse optimieren. Das Unternehmen spezialisiert sich auf optimierte CX-Dienstleistungen durch innovative, digital unterstützte Strategien und bietet darüber hinaus starke Cybersecurity-Lösungen über sein LogixGuard MSSP an. Mit dem Schwerpunkt auf langfristigen Kundenbeziehungen integriert InteLogix menschliches Einfühlungsvermögen mit fortschrittlicher Technologie, um Erfolg und Effizienz zu fördern.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• Professional development opportunities • Remote work options