About the Job

The Training and Quality Assurance Lead will be responsible for overseeing training initiatives by providing support and supervision, and ensuring production objectives and performance standards are met in accordance with IntouchCX and customer metrics. The role includes serving an active role in content creation for training policies, manuals, and other educational media to support learning and development initiatives. The Lead identifies areas of opportunity, develops solution plans, coaches team members, and ensures key metrics are achieved.

Responsibilities

• Promote an inclusive learning environment, focusing on employee engagement and retention.
• Provide coaching and development based on performance evaluations to direct reports.
• Analyze trainee performance and trends.
• Participate in client conference calls and meetings regarding all operational aspects of the designated client program.
• Mee...