The College Board

Director, Training and Quality

The College Board

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $80,000 - $135,000 per year

Job Level

Lead

About the role

  • Own and lead the end-to-end training strategy for internal and outsourced call center operations, including onboarding, upskilling, refresher training, and readiness programs.
  • Deliver train-the-trainer modules, and partner with vendor training leaders to ensure consistent delivery of curriculum, instructional standards, and facilitation quality across sites.
  • Establish training curricula, frameworks, certification standards, and evaluation methods to ensure agent readiness and long-term performance.
  • Collaborate with internal stakeholders to align training content with evolving business priorities, policies, and customer needs.
  • Ensure training programs are scalable, repeatable, and measurable across vendors and channels.
  • Track and analyze training effectiveness using performance data, quality outcomes, and operational metrics; adjust strategy as needed; and coach trainers to support agent improvement and quality adherence.
  • Serve as the senior escalation point for training gaps, readiness risks, or performance trends tied to learning effectiveness.
  • Provide strategic leadership and oversight for the quality program, partnering closely with the Associate Director of Training & Quality.
  • Collaborate with the Associate Director to define quality standards, evaluation frameworks, and calibration expectations in alignment with organizational goals.
  • Use quality insights to inform training priorities, curriculum updates, and targeted interventions.
  • Ensure consistency in quality application and scoring across vendor sites.
  • Review quality trends, root causes, and improvement plans; guide corrective actions at a strategic level.
  • Build strong, influential relationships with vendor partners, serving as a trusted advisor on training and quality excellence.

Requirements

  • 5+ years’ experience in training or instructional design roles
  • Deep understanding of quality methodologies, metrics, and coaching frameworks
  • Customer Experience and Call Center background (a plus)
  • Strong experience with tools used for training including CMS & CRM tools – e.g., Salesforce and Knowledge Management, Confluence, LMS platforms, In-App Guidance, BI tools, etc.
  • A bachelor’s degree in a related field
  • The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business
Benefits
  • Annual bonuses and opportunities for merit-based raises and promotions
  • A mission-driven workplace where your impact matters
  • A team that invests in your development and success
Applicant Tracking System Keywords

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

Hard Skills & Tools
training strategyinstructional designcurriculum developmentperformance analysisquality methodologiescoaching frameworkstraining effectivenessevaluation methodsscalabilitymeasurable outcomes
Soft Skills
leadershipcollaborationrelationship buildingstrategic oversightinfluential communicationproblem-solvingadaptabilitycoachingquality adherencestakeholder alignment