About IntouchCXIntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.About The JobWe are looking for a dynamic and analytical Director of Training, Quality, and Compliance to spearhead strategies for agent performance, customer experience, and compliance.The Director of Training, Quality, and Compliance oversees teams responsible for training new hires, delivering ongoing upskilling, and executing a robust quality monitoring framework. This role collaborates closely with Operations to transform QA and training data into actionable plans, including coaching strategies that directly improve QA metrics and customer satisfaction. Additionally, the position involves implementing strategies during New Hire Training to reduce agent attrition.As Director of Training, Quality, and Compliance, You Will… Align all training programs and QA scorecards with critical call center metrics, including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Net Quality Scores. Analyze customer interaction trends and QA insights to identify individual and systemic coaching opportunities. Feed these findings directly back into the training team to rapidly close performance gaps. Oversee curriculum development for new-hire nesting programs, technical/product training, soft-skills coaching, and cross-channel service strategies (voice, chat, email). Lead regular cross-functional calibration sessions with Operations, Compliance, and Team Leads to ensure objective and uniform grading criteria. Guide the team in setting analytics structure for Survey/ KPI analysis to get the status of opportunities and the action plans to address those opportunities. Maximize the use of conversational AI, speech analytics, and automated quality monitoring tools to audit interactions at scale rather than relying solely on random sampling. Build structured career pathways and leadership training for high-potential agents, Quality Analysts, and Team Leaders to foster internal talent retention. Guide, mentor, and resource a team of Training Managers, Trainers, QA Supervisors, and Quality Assurance Specialists. Manage both internal stakeholders and client stakeholders.As Director of Training, Quality, and Compliance, You Need… A Bachelor's degree. 13+ years of progressive management experience in a high-volume BPO or call center environment, including a minimum of 3 years in a director or senior leadership role managing both QA and training operations. Expert-level understanding of call center dynamics and various learning principles. Possession of formal QA certifications or knowledge of COPC and Lean Six Sigma is highly desirable. Strong emotional intelligence, outstanding data analysis skills, and the leadership presence required to align operations team leaders toward shared quality objectives.