Director of Training, Quality, and Compliance
On-siteCairo, Cairo, Egypt
Job Summary
Align all training programs and QA scorecards with critical call center metrics including FCR, AHT, CSAT, NPS, and Net Quality Scores. Analyze customer interaction trends and QA insights to identify coaching opportunities, feeding findings directly back into the training team to close performance gaps. Oversee curriculum development for new-hire nesting, technical, soft-skills, and cross-channel service strategies while leading cross-functional calibration sessions with Operations and Compliance. Guide the team in setting analytics structures for survey and KPI analysis to address opportunities, maximizing conversational AI and speech analytics for scaled audits. Build structured career pathways and leadership training for high-potential agents and team leaders to foster retention. Manage both internal and client stakeholders while mentoring a team of Training Managers, Trainers, QA Supervisors, and Quality Assurance Specialists.
Required Qualifications
- A Bachelor's degree
- 13+ years of progressive management experience in a high-volume BPO or call center environment
- minimum of 3 years in a director or senior leadership role managing both QA and training operations
- Expert-level understanding of call center dynamics
- various learning principles
- Strong emotional intelligence
- outstanding data analysis skills
- leadership presence required to align operations team leaders toward shared quality objectives
Desired Qualifications
- formal QA certifications
- knowledge of COPC
- Lean Six Sigma
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.