Redial BPO · 8 hours ago
Head of Quality and Training
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expRedial BPO is seeking a Head of Quality & Training to lead and elevate quality assurance and learning strategies within a fast‑paced BPO environment. This senior leadership role is responsible for driving operational excellence, ensuring client satisfaction, and building high‑performing QA and Training teams.
Outsourcing and Offshoring Consulting
Hiring Manager
Melannie Valadez
Responsibilities
Define and execute the Quality and Training strategy aligned with business goals and client expectations
Lead, mentor, and develop QA Analysts, Trainers, and Training Supervisors
Partner closely with Operations, HR, and Client Services to drive performance
Support and implement AI‑driven tools to enhance quality, training, and efficiency
Oversee QA frameworks, audits, scorecards, and calibration processes
Analyze performance data to identify trends, gaps, and improvement opportunities
Drive corrective action plans and continuous improvement initiatives
Leverage AI‑powered analytics for insights and performance optimization
Design and deliver onboarding, upskilling, and leadership training programs
Ensure training content meets client and operational requirements
Measure training effectiveness through assessments and performance metrics
Promote AI‑enabled learning tools to personalize and accelerate development
Act as a key point of contact for clients on quality and training matters
Ensure compliance with contracts, regulations, and industry best practices
Prepare and present performance reports to clients and senior leadership
Lead quality and training onboarding for new programs and lines of business
Participate in calibrations, audits, client calls, and process reviews
Support operational development and innovation initiatives
Qualification
Required
5+ years of experience leading Quality and Training teams in a BPO or contact center
Proven experience creating and facilitating training programs
Strong leadership and cross-functional collaboration skills
Advanced analytical and reporting capabilities
Experience using AI tools and analytics platforms
Excellent communication and presentation skills
Strong proficiency in Microsoft Excel and MS Office
Ability to travel locally or internationally (approximately 10–20%)
Preferred
Bachelor's degree in business, Operations Management, or related field
Company
Redial BPO
BPO telecommunications
501-1,000 employees
Funding
Current Stage
Late StageRecent News
Morningstar.com
2025-07-24
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