Training and Quality Lead

About this opportunity

Company Description

We are seeking an operational Training & Quality Lead from our BPO partner to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. Positioned within the partner’s contact center operations, this role owns two connected outcomes: interactions consistently meet client quality standards, and agents are trained, certified, and coached to apply policies, processes, and knowledge resources correctly.

The ideal candidate combines contact center quality auditing and training delivery expertise, acting as the frontline bridge between vendor performance data, agent readiness, and client-side operations, product, and knowledge teams — closing the loop from defect detection to process fix to agent behavior change.

Job Description

Quality Framework & Calibration

• Operationalize and execute client-approved QA frameworks, evaluation forms, and scoring guidelines across voice, chat, and email channels.
• Lead regular calibration sessions with client QA, BPO QA analysts, and team leads to maintain scoring consistency across sites.
• Review policy, process, and Knowledge Base (KB) updates before release to confirm accuracy and agent usability.

Training Design & Agent Enablement

• Design and deliver onboarding, nesting, upskill, and refresher training for new hires, tenured agents, and team leads.
• Translate policy, process, and KB updates into change-management content: release notes, job aids, quick-reference guides, and short refresher sessions delivered before go-live.
• Build scenario-based roleplays, simulations, and assessments within nesting and onboarding curricula.
• Run knowledge checks and certification assessments to confirm agent readiness before production.
• Equip team leads and coaches with coaching guides tied to audit findings so that behavior gaps are corrected at the floor level.

Operational Auditing & Performance Monitoring

• Conduct daily audits of live interactions to detect incorrect policy applications, process deviations, knowledge gaps, and journey drops.
• Audit escalations and transfers to evaluate context handoff, CRM documentation accuracy, and handle times.
• Audit agent use of KB articles and tools, distinguishing process- or content-driven defects from agent-driven (skill or will) gaps.

Closed-Loop Feedback & Defect Analysis

• Perform root-cause analysis on resolution failures, escalation spikes, and recurring customer friction points, classifying each as a process, knowledge, system, or training root cause.
• Synthesize audit data into weekly reports; feed insights to client Operations, KB Managers, and Product teams for process and content improvements.
• Convert agent-driven defects into targeted training interventions, coaching plans, and refresher content, and track post-intervention improvement.
• Identify KB content gaps and recurring traveler queries, recommending new or updated articles.

Qualifications

Experience

• Contact Center Quality & Training Background: 3+ years in quality management, operational auditing, or training delivery within a high-volume BPO/contact center environment, with hands-on experience in both disciplines strongly preferred.
• Training Design & Delivery: Proven experience building and facilitating onboarding, nesting, upskill, or refresher programs, including job aids, assessments, and roleplay scenarios.
• Interaction Auditing: Demonstrated experience auditing voice, chat, or email interactions against defined quality standards and running calibration sessions.
• Travel Industry (Preferred): Prior experience in travel, hospitality, or tech-enabled customer support operations is strongly preferred.
• Methodology: Familiarity with process improvement tools (Lean, Six Sigma, Root Cause Analysis / 5 Whys) and instructional design models (ADDIE or similar); a train-the-trainer or facilitation certification is a plus.

Core Competencies & Skills

• Learning Design & Facilitation: Ability to turn audit findings and process changes into concise, engaging learning content and to facilitate confidently for agents, team leads, and leadership audiences.
• Coaching & Calibration: Skilled in calibrating scoring across QA and operations teams and in coaching team leads to drive measurable behavior change.
• Analytical & Data-Driven: Ability to turn transcript audits, CSS feedback, and performance dashboard data into actionable insights.
• Change Management: Able to drive adoption of new policies, processes, and tools on the floor, anticipating agent resistance and readiness gaps.
• Cross-Functional Communication: Clear written and verbal reporting to present quality defects, training impact, and process feedback to BPO leadership and client teams.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Source: Sutherland — company careers