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