Director of Training and Quality

2 days ago

Pasig, National Capital Region, Philippines Private Advertiser Full time $70,000 - $120,000 per year
Position Overview:

We are seeking a dynamic and experienced Sr. Director / Director of Training and Quality to lead the development and execution of training and quality programs across our Customer Service Representative (CSR) operations. This leader will play a critical role in elevating customer experience, improving operational efficiency, and ensuring frontline teams deliver service excellence consistently across all customer touchpoints (voice, chat, email, social, etc.).

This role requires a balance of strategic leadership and operational execution, with a deep understanding of contact center environments, performance metrics, and continuous improvement methodologies.


Key Responsibilities:

Training & Onboarding:

  • Design and implement end-to-end training programs for new hire onboarding, ongoing CSR upskilling, product/process updates, and soft skills.
  • Drive curriculum development using adult learning principles, incorporating live, virtual, and digital learning formats.
  • Collaborate with Workforce Management (WFM), Operations, and Product teams to align training delivery with business needs and capacity planning.
  • Own the Learning Management System (LMS) strategy, adoption, and reporting.

Quality Assurance & Compliance:

  • Build and scale a QA framework tailored to CSR operations, covering performance monitoring, call/chat/email evaluations, and compliance auditing.
  • Establish clear QA scorecards and ensure consistent calibration across teams and geographies.
  • Partner with Ops leadership to develop coaching frameworks and agent-level performance improvement plans.
  • Track and report on key quality metrics (e.g., QA Scores, First Call Resolution, CSAT impact) and drive action plans based on root cause analysis.

Performance & Continuous Improvement:

  • Monitor key customer service KPIs such as AHT, CSAT, NPS, FCR, and QA scores to inform training and quality initiatives.
  • Lead continuous improvement initiatives using quality data and feedback loops to optimize service delivery.
  • Foster a culture of coaching, accountability, and service excellence throughout CSR teams.

Leadership & Strategy:

  • Lead and grow a high-performing global team of trainers, instructional designers, and quality analysts.
  • Develop and manage departmental budgets, training schedules, and resource planning.
  • Influence strategic decisions through insights, dashboards, and executive reporting.
  • Support business continuity and change management initiatives during product launches, system migrations, or process overhauls.

Qualifications:
  • Bachelor's degree in Business, Organizational Development, Communication, or related field (Master's a plus).
  • 10+ years of experience in customer service operations, with at least 5 years leading training and quality functions at a senior level.
  • Deep expertise in CSR operations across multiple channels (voice, chat, email), preferably in high-volume contact center or BPO environments.
  • Strong knowledge of QA methodologies, call calibration processes, and training effectiveness measurement (Kirkpatrick Model or equivalent).
  • Experience with tools like NICE, Verint, Salesforce Service Cloud, Zendesk, LMS platforms, and QA dashboards.
  • Excellent communication, leadership, and stakeholder management skills.
  • Experience in managing offshore or multilingual CSR teams is a strong plus.

Preferred Skills & Certifications:
  • Six Sigma, COPC, or similar quality certification.
  • TTT (Train-the-Trainer), Instructional Design, or eLearning Development certifications.
  • Familiarity with customer experience frameworks and VOC (Voice of Customer) analytics.

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