Training & Quality Assurance Manager

📋 Description

• Lead the development and continuous improvement of new-hire onboarding, ongoing education
• Develop and own Odyssey Support’s quality assurance strategy, standards, scorecards, and
• Analyze QA results, CSAT, escalations, contact drivers, and other customer experience data to
• Own the strategy and governance for Support knowledge management, including SOPs, FAQs, internal
• Manage and develop the Training Associate and Quality Assurance & Knowledge Associate
• Establish regular reporting that gives Support leadership visibility into quality trends, knowledge

🎯 Requirements

• Experience leading training, quality assurance, enablement, knowledge management, or similar
• Previous people-management experience with a demonstrated ability to coach, develop, and hold team
• Strong understanding of contact center operations and how training, QA, knowledge management, and
• 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