Director, CX Quality and Training

As the Director of CX Quality and Training at our company, you will be responsible for leading the strategy, design, and implementation of all CX Quality and Training policies, programs, and insights. Your role will involve establishing standards, policies, and procedures to evaluate customer experience effectively, providing insights to drive business operations, and collaborating with business line leaders to drive improvement. Additionally, you will oversee the comprehensive Training program, including training modules, communications, evaluations, and policy manuals. Your contribution as a member of the leadership team will be crucial in enhancing employee engagement, client satisfaction, and customer satisfaction through development and monitoring functions. **Key Responsibilities:** - Develop a strategic vision to drive organizational goals and objectives through customer service quality and insights - Define, measure, and monitor department performance against KPIs and SLAs - Collaborate with cross-functional teams to align goals and drive process improvement - Keep abreast of industry trends, especially technology, to enhance the overall customer experience - Lead and supervise a team of quality and training professionals to deliver valuable insights - Foster a results-driven culture and maintain a deep understanding of customer and employee needs **Qualifications Required:** - Bachelor's degree in Business, Management, or a related field - 15+ years of experience directly related to primary responsibilities, with at least 5 years in leadership roles - Expertise in instructional design principles and adult learning theories - Familiarity with contact center software, quality management systems, and metrics - Ability to conduct needs assessments, job-task analyses, and evaluate training effectiveness - Strong communication skills, autonomy, and effective collaboration across business lines - Proficiency in managing multiple initiatives and leading teams of various sizes - Experience in operational analyses, business process optimization, and quality control implementation Please note that the provided job description does not contain any additional details about the company.,