Director Quality, Training & Process

IHG•Atlanta, GA

3h•$138,000 - $170,000•Hybrid

About The Position

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.

Requirements

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.
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.