Training and Quality Lead
Core
Operationalize QA frameworks, design training programs, and conduct audits to ensure contact center agents deliver accurate, compliant traveler experiences.
Role type
Senior IC Training and Quality Lead
Builds
Production-ready training curricula, QA scoring guidelines, and operational audit reports
Domain
Travel industry customer support operations
Required skills
Quality framework operationalization, training design and delivery, interaction auditing, root cause analysis, change management, data-driven reporting
Preferred skills
Travel industry experience, Lean/Six Sigma methodology, ADDIE instructional design, facilitation certification
Technologies
Voice, chat, email channels, CRM systems, Knowledge Base (KB) platforms
Responsibilities
Lead calibration sessions to maintain scoring consistency; design and deliver onboarding and upskill training; conduct daily audits of live interactions; perform root-cause analysis on resolution failures; synthesize audit data into weekly reports for stakeholders.
Seniority
Senior, hands-on IC