Training & Quality Assurance Manager

Odyssey•New York, NY

8d•$90,000 - $115,000

About The Position

Odyssey is seeking a Training & Quality Assurance Manager to lead training, quality assurance, and knowledge management within the Support organization. This role is crucial for ensuring Support teams possess the necessary knowledge, skills, tools, and feedback to consistently provide high-quality experiences to parents, schools, and vendors. The manager will oversee the Training and Quality Assurance & Knowledge team, establishing strategies, standards, and operating rhythms to support Odyssey's growth. This is a hands-on, cross-functional leadership position requiring close collaboration with Support leadership and partners in Product, Operations, and Program teams. The role involves understanding changes, identifying performance or knowledge gaps, and translating these into effective training, documentation, and quality standards. A key responsibility is connecting quality insights to actionable improvements, addressing root causes of issues identified through QA, CSAT, escalations, or operational data, and implementing solutions such as training, documentation enhancements, process changes, coaching, or clearer expectations.

Requirements

Experience leading training, quality assurance, enablement, knowledge management, or similar functions within a customer support or operations environment.
Previous people-management experience with a demonstrated ability to coach, develop, and hold team members accountable.
Strong understanding of contact center operations and how training, QA, knowledge management, and performance management work together.
Experience developing QA programs, scorecards, calibration processes, or quality standards.
Experience building or managing new-hire and ongoing training programs.
Strong analytical mindset with the ability to use QA results, CSAT, operational metrics, and customer feedback to identify trends and root causes.
Excellent written and verbal communication skills with the ability to simplify complex information for different audiences.
Strong project-management and organizational skills with the ability to manage multiple priorities in a fast-moving environment.
Comfortable working through ambiguity and building processes where structure may not yet exist.
Able to balance strategy with execution—you’re comfortable setting the direction while also jumping in and doing the work when needed.
Strong cross-functional partner who can influence without direct authority and confidently push back when necessary.
Proactive and curious, with a natural tendency to investigate why something is happening rather than simply treating the symptom.
Passionate about developing people and creating consistently excellent customer experiences.

Responsibilities

Own the overall training and enablement strategy for Odyssey’s Support organization.
Lead the development and continuous improvement of new-hire onboarding, ongoing education, upskilling, leadership training, and change-management programs.
Ensure training programs are engaging, scalable, and tied to measurable performance outcomes.
Partner with Support leadership to identify skill and knowledge gaps and develop targeted learning plans.
Establish readiness standards and assessments to ensure specialists are prepared before supporting customers independently.
Build Train-the-Trainer programs that enable Support leaders to reinforce learning consistently across their teams.
Ensure teams are prepared for new program launches, policy changes, product releases, and major operational changes.
Develop and own Odyssey Support’s quality assurance strategy, standards, scorecards, and calibration process.
Establish consistent quality expectations across Parent, School, and Vendor Support.
Analyze QA results, CSAT, escalations, contact drivers, and other customer experience data to identify trends and opportunities.
Translate quality insights into actionable coaching, training, documentation, or process improvements.
Partner with Support leaders to ensure quality findings result in measurable performance improvement.
Establish regular reporting that gives Support leadership visibility into quality trends, knowledge gaps, and areas of risk.
Identify systemic issues rather than focusing solely on individual specialist performance.
Own the strategy and governance for Support knowledge management, including SOPs, FAQs, internal documentation, and customer-facing help content.
Ensure documentation remains accurate and current as policies, products, and processes change.
Establish standards for how knowledge is created, reviewed, approved, communicated, and maintained.
Partner cross-functionally to translate complex program and product requirements into clear, actionable guidance for Support teams.
Identify opportunities to improve self-service for both Support Specialists and customers.
Directly manage and develop the Training Associate and Quality Assurance & Knowledge Associate.
Set clear goals, priorities, and performance expectations for both functions.
Provide ongoing coaching and professional development while creating opportunities for team members to grow their skills and ownership.
Build scalable processes and operating rhythms that allow the team to proactively identify opportunities rather than simply react to requests.
Prioritize work based on customer impact, operational risk, and business needs.