Training And Quality Director

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We are looking for a Quality Assurance / Training Director to deliver extraordinary results for our clients while working closely with multiple departments to ensure key metrics are achieved. We’re looking for a leader who has the vision, experience, and passion to contribute to our culture and the success of our clients.

As Director of Quality Assurance & Training, You Will…

• Implement comprehensive professional development plans and training programs.
• Ensure that proficient training and staff development are achieved across all teams.
• Provide honest and transparent quality assurance coaching to global teams.
• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations.
• Provide direction for new “best in practice” training and professional development initiatives.
• Promote an inclusive learning environment while enhancing positive employee engagement.
• Develop cost-effective programs with a variety of measures.
• Evaluate the performance of direct reports.
• Supervise and mentor staff to complete assigned projects and tasks within given timelines.
• Drives “best practices” in all areas of responsibility.
• Motivates and inspires teams while building trusting relationships throughout the organization.
  
  

• Post-secondary diploma or degree with a major in a related field.
• 5+ years of experience in contact center leadership, including cross-functional teams/groups.
• Experience with adult learning principles and training methodologies (ILT, eLearning, etc.)
• Excellent communication skills; listening, verbal, and written.
• Client relationship management experience.
• The ability to manage significant, ongoing change and business growth.
• Exceptional organizational and time management skills with the ability to multitask and prioritize.
• Understanding of continuous improvement plans.
• Demonstrated progressive leadership and management skills, preferably in a contact center environment.
• Experience leading teams in a global capacity.
• Valid travel documents for international travel.