Director, Training and Quality

Role Overview

• Own and lead the end-to-end training strategy for internal and outsourced call center operations, including onboarding, upskilling, refresher training, and readiness programs.
• Deliver train-the-trainer modules, and partner with vendor training leaders to ensure consistent delivery of curriculum, instructional standards, and facilitation quality across sites.
• Establish training curricula, frameworks, certification standards, and evaluation methods to ensure agent readiness and long-term performance.
• Collaborate with internal stakeholders to align training content with evolving business priorities, policies, and customer needs.
• Ensure training programs are scalable, repeatable, and measurable across vendors and channels.
• Track and analyze training effectiveness using performance data, quality outcomes, and operational metrics; adjust strategy as needed; and coach trainers to support agent improvement and quality adherence.
• Serve as the senior escalation point for training gaps, readiness risks, or performance trends tied to learning effectiveness.
• Provide strategic leadership and oversight for the quality program, partnering closely with the Associate Director of Training & Quality.
• Collaborate with the Associate Director to define quality standards, evaluation frameworks, and calibration expectations in alignment with organizational goals.
• Use quality insights to inform training priorities, curriculum updates, and targeted interventions.
• Ensure consistency in quality application and scoring across vendor sites.
• Review quality trends, root causes, and improvement plans; guide corrective actions at a strategic level.
• Build strong, influential relationships with vendor partners, serving as a trusted advisor on training and quality excellence.

Requirements

• 5+ years’ experience in training or instructional design roles
• Deep understanding of quality methodologies, metrics, and coaching frameworks
• Customer Experience and Call Center background (a plus)
• Strong experience with tools used for training including CMS & CRM tools – e.g., Salesforce and Knowledge Management, Confluence, LMS platforms, In-App Guidance, BI tools, etc.
• A bachelor’s degree in a related field
• The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business

Benefits

• Annual bonuses and opportunities for merit-based raises and promotions
• A mission-driven workplace where your impact matters
• A team that invests in your development and success