The Training and Quality Director for our travel account is responsible for designing, implementing, and overseeing all training and quality assurance initiatives. The director will collaborate closely with account leadership, operations, and client stakeholders to drive continuous improvement and maintain high standards.

Key Responsibilities

• Develop and execute comprehensive training programs for new hires and ongoing employee development tailored to the travel industry.
• Design and manage quality assurance processes, including call monitoring, auditing, and performance feedback mechanisms.
• Analyze training effectiveness and quality metrics to identify trends, gaps, and opportunities for process improvement.
• Lead, coach, and mentor a team of trainers and quality analysts to ensure consistent delivery and assessment standards.
• Serve as a subject matter expert on travel account policies, customer experience best practi...