InteLogix · 4 hours ago
Director, Training and Quality Assurance
United States
Full-time
Remote
Director/Executive
8+ years expInteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. The Director of Training and Quality is responsible for designing, leading, and continuously improving training, quality assurance, and performance programs across customer service operations in a BPO environment. This role ensures that teams are equipped to deliver consistent, high-quality customer experiences that meet client expectations and compliance requirements.
ConsultingCustomer Service
Responsibilities
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
Implement controls to ensure consistent policy communication and behavioral reinforcement across programs
Qualification
Required
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
Preferred
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
Company
InteLogix
InteLogix is a provider of integrated solutions, utilizing state-of-the-art technology to provide outstanding customer experiences.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Dennis Mara
Chief Financial Officer
Brad Batig
Chief Compliance Officer & General Counsel
Recent News
2025-05-01
Company data provided by crunchbase