Director Quality, Training & Process

The Director of Quality, Training, and Process Improvement serves as a strategic leader responsible for elevating organizational performance by integrating AI-driven technologies with comprehensive learning and quality assurance frameworks. This role orchestrates cross-functional initiatives by partnering with Operations, Technology, and multiple departmental stakeholders to simplify, standardize, and automate complex workflows. 

As a primary advisor to executive leadership, the Director translates performance trends and AI-driven insights into strategic investment priorities to ensure all initiatives deliver a measurable return on investment. Ultimately, the position bridges the gap between high-level strategy and daily operations, fostering a culture of accountability and innovation that aligns operational outputs with core business KPIs.

 

Your Day-to-Day

Training Design & Delivery:

• Own the learning and performance strategy across onboarding, upskilling, and continuous development.
• Design and deliver blended learning experiences (instructor-led, virtual, self-directed, microlearning, simulations, AI role-play).
• Embed AI-enabled learning tools (call simulations, automated feedback, adaptive learning paths).
• Ensure training is tightly aligned to real performance data, QA trends, and business KPIs.
• Establish clear certification, readiness, and proficiency standards.

Contact Center Quality Assurance (AI-Enabled):

• Lead the QA strategy, including scorecards, calibrations, audits, and compliance governance.
• Implement and optimize automated QA analytics (speech/text analytics, sentiment analysis, keyword detection, compliance flags).
• Reduce reliance on manual sampling by leveraging 100% call coverage and AI-driven insights.
• Translate QA insights into targeted coaching, training updates, and process improvements.
• Ensure QA outputs are actionable, timely, and trusted by frontline leaders.

AI-Driven Performance Improvement & Real-Time Agent Support:

• Deploy and manage real-time agent assist tools (live prompts, objection handling, compliance reminders, next-best-action guidance).
• Use AI insights to identify leading indicators of performance risk or opportunity.
• Partner with Operations and Technology teams to ensure AI tools augment—not replace—human coaching.
• Continuously evaluate AI effectiveness and adjust models, prompts, and workflows to improve outcomes.
• Champion ethical, transparent, and compliant use of AI across training and QA.

Process Improvement:

• Identify inefficiencies through QA trends, AI analytics, and operational data.
• Lead cross-functional initiatives to simplify, standardize, and automate workflows.
• Ensure process changes are documented, trained, reinforced, and measured.
• Establish continuous improvement routines grounded in root-cause analysis and data validation.

Leadership & Strategy:

• Lead and develop teams across Training, QA, and Learning Operations.
• Define and report on ROI metrics for training, QA and process improvements.
• Serve as a strategic advisor to executive leadership on performance trends and investment priorities.
• Build a culture of learning, accountability, innovation, and continuous improvement.

 

What We Need from You

Bachelor or Master degree in a relevant field of work or an equivalent combination of education and work related experience.

8-12+ years progressive work related experience with demonstrated proficiency in multiple disciplines/technologies/processes related to the position.

Technical Skill & Knowledge

• Considerable knowledge of call center operations, Learning & Development, Quality Assurance, and Performance Enablement.
• Strong understanding of adult learning, coaching, performance management, and change leadership.

•Sales and Customer Experience in large contact centers

• LMS, QA platforms, call analytics, CRM, and AI enablement tools
• Onboarding and Continuous Improvement Design and Execution
• Project management experience in organizing and executing large-scale projects from conception through implementation
• Experience in leading, managing and developing people
• Excellent communication and ability to influence using data and knowledge
• Significant experience in leading and coaching multi-site groups and all levels
• Ability to lead and communicate instructions and directions under critical and urgent circumstances
• Effective verbal and written communication skills to provide information to Executives, key stakeholders, BPO’s and all staff
• Demonstrated experience deploying AI-driven QA analytics, call intelligence, or real-time agent assist tools.
• Demonstrated experience developing and deploying QA process, procedures and best practices in a contact center
• Demonstrated experience developing and deploying Knowledge Base systems as well as establishing documentation for all processes for handling contacts
• Proven ability to translate data and AI insights into measurable business impact.

 

Travel – 20%

Location – Atlanta, GA: Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

The salary range for this role is $138,000.00 to $170,000.00.  This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.  

#LI-ZY! 

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?