Director, Training and Quality

College Board

2d•$80,000 - $135,000•Remote

About The Position

As the Director, Training and Quality, you play a critical role in driving service excellence and consistency across internal and outsourced call center operations. You will evaluate current training processes, define ongoing training requirements, deliver training modules and provide strategic oversight of training delivery and quality frameworks. This role will be responsible for leading the evolution, execution, and measurement training programs and quality assurance standards that ensure consistent delivery of customer service for all College Board contact center environments. In this role, you will: Training Development, Delivery and Oversight (65%) Own and lead the end-to-end training strategy for internal and outsourced call center operations, including onboarding, upskilling, refresher training, and readiness programs. Deliver train-the-trainer modules, and partner with vendor training leaders to ensure consistent delivery of curriculum, instructional standards, and facilitation quality across sites. Establish training curricula, frameworks, certification standards, and evaluation methods to ensure agent readiness and long-term performance. Collaborate with internal stakeholders to align training content with evolving business priorities, policies, and customer needs. Ensure training programs are scalable, repeatable, and measurable across vendors and channels. Track and analyze training effectiveness using performance data, quality outcomes, and operational metrics; adjust strategy as needed; and coach trainers to support agent improvement and quality adherence Serve as the senior escalation point for training gaps, readiness risks, or performance trends tied to learning effectiveness. Partner with the Operations Knowledge Learning and Operational Effectiveness (KLOE) team who develops product and program-related resources and tools to ensure availability of relevant training materials for call center agents. Quality Assurance Analysis (25%) Provide strategic leadership and oversight for the quality program, partnering closely with the Associate Director of Training & Quality. Collaborate with the Associate Director to define quality standards, evaluation frameworks, and calibration expectations in alignment with organizational goals. Use quality insights to inform training priorities, curriculum updates, and targeted interventions. Ensure consistency in quality application and scoring across vendor sites. Review quality trends, root causes, and improvement plans; guide corrective actions at a strategic level. Partner with operations and vendor leadership to reinforce accountability for quality outcomes. Establish and manage quality frameworks, evaluation methodologies, and scoring systems Collaboration & Project Management (10%) Build strong, influential relationships with vendor partners, serving as a trusted advisor on training and quality excellence. Coach and develop vendor training leaders to raise facilitation capability and instructional impact. Collaborate with internal leaders across operations, workforce, product, and delivery to drive aligned outcomes. Support the Associate Director by setting direction, removing obstacles, and ensuring alignment between training and quality strategies. Present insights, risks, and recommendations to senior leadership using data-driven storytelling. Work closely with the Associate Director, Content Creation and Knowledge Management to ensure tight alignment between training material and corresponding knowledge/job aid artifact creation and implementation.

Requirements

Expertise in training development and delivery with 5+ years’ experience in training or instructional design roles
Deep understanding of quality methodologies, metrics, and coaching frameworks.
Strong consultative, project management, analytical, planning and organizational skills
Strong interpersonal skills and track record of building collaborative relationships; and, has superb communications & presentation skills.
Strong experience with tools used for training including CMS & CRM tools – e.g., Salesforce and Knowledge Management, Confluence, LMS platforms, In-App Guidance, BI tools, etc.
A bachelor’s degree in a related field
The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business, which may include international travel.
A passion for expanding educational and career opportunities and mission-driven work
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
Authorization to work in the United States

Nice To Haves

Customer Experience and Call Center background (a plus)

Responsibilities

Own and lead the end-to-end training strategy for internal and outsourced call center operations, including onboarding, upskilling, refresher training, and readiness programs.
Deliver train-the-trainer modules, and partner with vendor training leaders to ensure consistent delivery of curriculum, instructional standards, and facilitation quality across sites.
Establish training curricula, frameworks, certification standards, and evaluation methods to ensure agent readiness and long-term performance.
Collaborate with internal stakeholders to align training content with evolving business priorities, policies, and customer needs.
Ensure training programs are scalable, repeatable, and measurable across vendors and channels.
Track and analyze training effectiveness using performance data, quality outcomes, and operational metrics; adjust strategy as needed; and coach trainers to support agent improvement and quality adherence
Serve as the senior escalation point for training gaps, readiness risks, or performance trends tied to learning effectiveness.
Provide strategic leadership and oversight for the quality program, partnering closely with the Associate Director of Training & Quality.
Collaborate with the Associate Director to define quality standards, evaluation frameworks, and calibration expectations in alignment with organizational goals.
Use quality insights to inform training priorities, curriculum updates, and targeted interventions.
Ensure consistency in quality application and scoring across vendor sites.
Review quality trends, root causes, and improvement plans; guide corrective actions at a strategic level.
Partner with operations and vendor leadership to reinforce accountability for quality outcomes.
Establish and manage quality frameworks, evaluation methodologies, and scoring systems
Build strong, influential relationships with vendor partners, serving as a trusted advisor on training and quality excellence.
Coach and develop vendor training leaders to raise facilitation capability and instructional impact.
Collaborate with internal leaders across operations, workforce, product, and delivery to drive aligned outcomes.
Support the Associate Director by setting direction, removing obstacles, and ensuring alignment between training and quality strategies.
Present insights, risks, and recommendations to senior leadership using data-driven storytelling.
Work closely with the Associate Director, Content Creation and Knowledge Management to ensure tight alignment between training material and corresponding knowledge/job aid artifact creation and implementation.