Director - Training & QualityDirector - Training & Quality
JP
ID Verified$2,000
per month
($11/hour)
Profile Description
BPO training and quality leader with 16+ years of customer experience operations experience, including 11+ years in training leadership and Director-level ownership of integrated Training & Quality functions. Experienced in developing and coaching training leaders, building scalable certification and onboarding frameworks, standardizing learning delivery across global vendor networks, and using performance insights to improve capability and operational results. Directed a 57-person organization ...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Specialized Skills
Virtual Assistance & Admin
Work Experience
Director - Training & Quality
Teleperformance
Apr 2025 - Jun 2026
Key Achievements:
• Directed a 57-member Training & Quality function, including 2 Training Managers, 2 Quality Managers, 4 Training Leads, 17 Trainers and 32 Quality Analysts, supporting a 200-FTE pilot program. • Developed a structured nesting framework connecting new-hire training readiness with production quality and performance expectations. • Oversaw quality scorecards, root-cause analysis, performance reporting and corrective actions to identify operational capability gaps and improvement priorities. • Applied COPC-aligned calibration and QA sampling principles to reinforce consistent quality governance and KPI-aligned performance standards. • Presented training and quality performance trends during client business reviews; contributed to COPC Best Quality Management recognition in 2026.
Training Manager
Teleperformance
Aug 2019 - Apr 2025
Key Achievements:
• Led training strategy for a global technology and communications client across the Americas, Canada and APAC, supporting 3 regional launches and 9 lines of business. • Designed a scalable trainer certification framework adopted across 43 global vendor organizations and more than 100 trainers, strengthening trainer readiness and delivery consistency. • Managed and coached 3 Training Leads and 24 Instructors, reinforcing learning delivery standards, coaching practices and performance accountability. • Raised on-time knowledge completion from 74% to a sustained 97%, exceeding the 95% target, through a gamified learning engagement initiative. • Helped drive 3 programs to [hashtag hidden] performance among 23 vendors and contributed to COPC BPCX certification in 2024.