Leads training strategy and quality assurance for College Board call center operations, driving consistent, high-quality customer service.
Role Overview
The Director, Training and Quality leads service excellence across internal and outsourced call center operations, ensuring consistent, high-quality customer experiences.
Key Responsibilities
- Own and lead end-to-end training strategy including onboarding, upskilling, and readiness programs.
- Deliver train-the-trainer modules and oversee vendor training consistency.
- Establish training curricula, certification standards, and evaluation methods.
- Provide strategic leadership for quality assurance frameworks and calibration.
- Use performance and quality data to inform training priorities and improvements.
- Collaborate with vendors and internal leaders to align outcomes.
Requirements
- 5+ years experience in training or instructional design.
- Deep understanding of quality methodologies and coaching frameworks.
- Bachelor’s degree in a related field.
- Experience with CRM, CMS, LMS, and BI tools.
- Ability to travel 4–6 times per year.
Additional Information
This is a full-time remote role with optional hybrid work near College Board offices.