Training & Quality Leader

Description

Job Summary

A critical role in ensuring exceptional service delivery and consistent quality standards across the organization. This position combines quality assurance, training delivery, analytical performance evaluation, and continuous improvement initiatives. In close partnership with Operations, the Training & Quality Leader designs and delivers training including new hire, new process or system, and ongoing coaching and upskill sessions. In addition, they will monitor agent interactions, identify trends, provide feedback and ensure that team members receive the support needed to meet departmental expectations, service standards, and key performance indicators (KPIs).

This role also contributes to the improvement of operational processes and promotes a culture of learning and quality across the organization.

Quality Assurance

• Monitor team members’ performance through daily call monitoring, review of documented cases, emails and chat correspondence to ensure alignment to organizational expectations and internal quality standards.
• Document, track, and analyze QA results to identify trends, strengths, gaps, and opportunities for improvement.
• Provide timely, meaningful, and constructive feedback to agents by way of a two-way discussion in coaching sessions and development meetings.
• Participate in QA calibration sessions to maintain consistency and scoring accuracy across evaluators.
• Maintain and enhance internal call center quality standards and evaluation frameworks in line with the wider business.
• Report agent-level and team-level performance insights to leadership and the wider business as required.

Training

• In collaboration with management, conduct new hire training to departmental and business standards.
• Carry out training needs analyses based on quality assessments to identify skill gaps and required training and onboarding initiatives to support performance improvement.
• Design and develop training materials and resources in multiple formats (eLearning, video, webinars, written guides, etc.) and aligned to training standards. 
• Develop and maintain assessment frameworks to measure trainee knowledge, skill development, and operational readiness.
• Coordinate and deliver training sessions, including scheduling, communications, and logistics. 
• Track training participation, maintain training records, and ensure compliance documentation is complete and accurate.
• Evaluate training outcomes using measurable metrics (competency tests, QA results, performance indicators) and recommend improvements.
• Stay current on training trends, learning tools, eLearning innovation, and best practices. 

Collaboration & Continuous Improvement

• Work closely with Operations to ensure performance expectations are clear and supported through training, coaching and quality analysis.
• Support implementation of new processes or system changes by creating and delivering appropriate training in line with training standards. 
• Assist with maintaining training documentation, resource libraries, and learning management system (LMS) content. 
• Perform other duties as assigned. 

Requirements

Requirements

• 3–5 years of experience in travel assistance, emergency assistance, call center, travel services, or related customer service industries. 
• Hands-on quality assurance experience with proven ability to evaluate service interactions. 
• Proficiency in MS Office with strong skills relevant to quality assurance, learning and documentation, especially for travel assistance process mapping and content creation.
• Strong instructional design skillset with creative flair to deliver effective, engaging training across multiple formats (eLearning, webinars, videos, podcasts, coaching sessions), ideally tailored to travel assistance scenarios and learner needs.
• Excellent analytical skills and attention to detail with the ability to translate complex claims workflows, regulatory, and system processes into simple and practical training solutions.
• Clear and confident communicator with the ability to deliver engaging training or coaching sessions and explain nuanced concepts to diverse audiences, maintaining strong customer service ethics in classroom or virtual settings.
• Strong analytical and problem-solving capabilities with the ability to interpret data, identify trends, and propose actionable solutions. 
• Strong organizational skills with attention to detail and experience maintaining training and QA documentation. 
• Ability to work autonomously, manage multiple projects, and meet deadlines in a dynamic environment.
• Highly collaborative, ensuring Operational leadership, SMEs, and other appropriate business area managers are included where appropriate.
• A passion for learning and development with the desire to deepen knowledge of travel assistance operations, customer service, and insurance best practices.
• Experience supporting fast-paced operational environments.

Preferred Skills & Qualifications

• Strong presentation and facilitation skills suited to diverse travel assistance audiences.
• Cultural intelligence and the ability to work collaboratively across assistance teams.
• Positive, adaptable, and resilient in a fast paced, high volume assistance environment.
• Effective project management and organizational skills.
• Experience in travel assistance.
• Familiarity with AI based learning tools and digital content creation.