Director of Training and Quality

6 days ago

Cebu City, Central Visayas, Philippines XtendOps Full time
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

  • Establish and govern quality assurance frameworks, scorecards, and evaluation methodologies.
  • Ensure consistency in quality standards across accounts, sites, and regions.
  • Lead calibration processes with Operations and Clients to align expectations and scoring accuracy.

Performance Improvement & Enablement

  • Partner with Operations and Workforce to identify performance gaps and root causes.
  • Translate quality insights into actionable training and coaching programs.
  • Measure the effectiveness of training and quality initiatives through data and outcomes.

Client & Stakeholder Management

  • Serve as a senior point of contact for training and quality discussions with clients.
  • Lead training and quality components of QBRs, audits, and compliance reviews.
  • Support new client launches, transitions, and expansions from a readiness perspective.

People Leadership

  • Lead, mentor, and develop Training Managers, Quality Managers, and support teams.
  • Build scalable team structures and succession plans.
  • Foster a culture of continuous learning, accountability, and excellence.

Analytics & Reporting

  • Define and track KPIs related to training effectiveness, quality performance, and compliance.
  • Present insights, trends, and recommendations to executive leadership.
  • Leverage analytics, QA tools, and learning platforms to drive informed decisions.

Process Improvement & Innovation

  • Drive continuous improvement initiatives, including digital learning, automation, and AI-enabled QA tools.
  • Ensure SOPs, governance models, and documentation are maintained and followed.
  • Support COPC, ISO, and client-specific certification or audit requirements.
Qualifications & Experience
  • Bachelor's degree in Education, Business, Organizational Development, or related field (Master's preferred).
  • 10–15+ years of experience in training, quality, or operations within a BPO or contact center environment.
  • 5+ years of senior leadership experience managing multi-site or global teams.
  • Strong understanding of adult learning principles, QA frameworks, and CX metrics.
  • Experience supporting client-facing operations and large-scale programs.
Skills & Competencies
  • Strategic leadership with strong execution focus
  • Excellent client and stakeholder management skills
  • Data-driven decision-making and analytical mindset
  • Strong communication, coaching, and influencing abilities
  • Change management and transformation leadership
Key Metrics Owned
  • Quality Scores & Compliance
  • Training Effectiveness & Certification Rates
  • CSAT / NPS
  • Time-to-Competency
  • Continuous Improvement Outcomes

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