The College Board · 1 day ago
Director, Training and Quality
United States
Full-time
Remote
Lead/Staff, Director/Executive
$80K/yr - $135K/yr
5+ years expCollege Board is a mission-driven, not-for-profit organization dedicated to excellence in education. As the Director of Training and Quality, you will lead the training strategy and quality assurance for call center operations, ensuring exceptional customer service and effective training programs.
Education Management
Responsibilities
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
Partner with the Operations Knowledge Learning and Operational Effectiveness (KLOE) team who develops product and program-related resources and tools to ensure availability of relevant training materials for call center agents
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
Partner with operations and vendor leadership to reinforce accountability for quality outcomes
Establish and manage quality frameworks, evaluation methodologies, and scoring systems
Build strong, influential relationships with vendor partners, serving as a trusted advisor on training and quality excellence
Coach and develop vendor training leaders to raise facilitation capability and instructional impact
Collaborate with internal leaders across operations, workforce, product, and delivery to drive aligned outcomes
Support the Associate Director by setting direction, removing obstacles, and ensuring alignment between training and quality strategies
Present insights, risks, and recommendations to senior leadership using data-driven storytelling
Work closely with the Associate Director, Content Creation and Knowledge Management to ensure tight alignment between training material and corresponding knowledge/job aid artifact creation and implementation
Qualification
Required
Expertise in training development and delivery with 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 consultative, project management, analytical, planning and organizational skills
Strong interpersonal skills and track record of building collaborative relationships; and, has superb communications & presentation skills
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, which may include international travel
A passion for expanding educational and career opportunities and mission-driven work
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
Authorization to work in the United States
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
Company
The College Board
College Board is a not-for-profit organization that clears a path for all students to own their future through the Advanced Placement Program, the SAT, Official SAT Practice on Khan Academy, BigFuture, and more.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
David Coleman
Chief Executive Officer
Daniela Berger Pollack
Chief Financial Officer
Recent News
2024-04-10
2023-02-15
2022-01-26
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