Director of Training and Quality

Job Summary

The Director of Training and Quality is responsible for defining and leading the learning, development, and quality assurance strategy across BPO operations. This role ensures agents and leaders are equipped with the skills, knowledge, and tools to deliver exceptional customer experience while meeting quality, compliance, and client performance standards. The Director partners closely with Operations, Clients, and Cross-Functional leaders to drive continuous improvement, scalability, and operational excellence.

Key Responsibilities

Training & Development Strategy

• Develop and execute enterprise-wide training strategies aligned with business goals and client requirements.
• Oversee onboarding, upskilling, leadership development, and continuous learning programs.
• Ensure training content, delivery methods, and certifications meet quality and compliance standards.

Quality Strategy & Governance

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