Position Overview
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 practices, and regulatory requirements.
- Collaborate with operations and client teams to align training and quality goals with business objectives.
- Prepare and present regular reports on training outcomes, quality scores, and action plans to senior management and stakeholders.
- Stay updated on industry trends, emerging technologies, and compliance requirements relevant to the travel sector.
Qualifications
- Bachelor's degree in Business, Hospitality, Education, or related field (Master's preferred).
- 5+ years of experience in training, quality assurance, or operations management, preferably within the travel or hospitality industry.
- Demonstrated experience leading training and quality teams in a fast-paced, customer-centric environment.
- Strong knowledge of travel industry operations, customer service standards, and relevant regulations.
- Exceptional communication, presentation, and interpersonal skills.
- Proficiency in data analysis, reporting tools, and learning management systems.
- Proven ability to drive process improvements and implement innovative training solutions.
- Ability to work collaboratively with cross-functional teams and manage multiple priorities.
Preferred Skills
- Certification in training, quality assurance, or project management (e.g., CPTM, Six Sigma, PMP).
- Experience supporting global or multinational travel accounts.
