InteLogix

Director, Training and Quality Assurance

InteLogix

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
training strategyquality assuranceperformance managementinstructional designcontinuous improvementroot cause analysistraining deliverycompliance standardscustomer service operationsmulti-channel support
Soft Skills
leadershipcoachingcommunicationorganizational developmentaccountabilitycustomer-first mindsetteam developmentstakeholder managementperformance goal settingflexibility
Certifications
Lean Six Sigma