Associate Director -Training, Development & Quality Assurance

The Training, Development and Quality Assurance Associate Director is responsible for designing, implementing, and continuously improving training programs and skill development initiatives for the Guest Support Center (GSC).

This role ensures that GSC agents, supervisors and leadership teams receive comprehensive onboarding, ongoing skills enhancement and refresher training to maintain high service quality.

Additionally, the Associate Director plays a key role in quality assurance, identifying areas of poor service.

• Training Program Development & Execution
• Design and manage structured onboarding programs for new GSC hires and BPO staff
• Develop role-specific training programs, including customer service skills, system usage and escalation handling
• Implement a mix of e-learning modules, interactive workshops and real-time coaching to enhance learning effectiveness
• Quality Assurance & Performance Improvement
• Monitor service quality through call reviews, guest feedback and performance data to identify training needs
• Work closely with operations and vendor teams to ensure that quality gaps are addressed through targeted training
• Develop and execute remediation programs for agents struggling with quality benchmarks to enhance performance
• Collaboration & Continuous Improvement
• Align training content with Knowledge Management resources and operational workflows to ensure accuracy
• Work closely with BPO partners and internal teams to maintain training consistency across all service channels
• Stay updated on industry best practices and emerging training methodologies to enhance GSC staff capabilities
  
  
  

Requirements

• Education:
• Bachelors or Masters degree in Learning & Development, Human Resources, Education, or a related field
• Experience:
• 12+ years in training program design, employee develop., or customer service coaching, preferably in contact center/guest service with understanding of both B2B and B2G ecosystems
• Technical Skills:
• Experience with LMS (Learning Management Systems), virtual training tools and training performance analytics
• Soft Skills:
• Strong presentation skills, expertise in instructional design & problem-solving skills to bridge quality gaps through training