Fast Facts
The College Board is seeking a Director for Training and Quality to lead training strategies and quality assurance for their call center operations, ensuring exceptional customer service and support.
Responsibilities: Oversee training development and delivery, manage quality assurance programs, and collaborate with internal and external partners to enhance customer engagement and service excellence.
Skills: 5+ years experience in training or instructional design, understanding of quality methodologies, strong project management and communication skills, and proficiency with training tools such as Salesforce and LMS platforms.
Qualifications: Bachelor’s degree in a related field and a background in customer experience and call center environments are preferred, along with a commitment to educational and career opportunities.
Location: This is a remote position based in Virginia, United States, with occasional travel required.
Compensation: $80000 - $135000 / Annually
Director, Training and Quality
College Board -Operations
Location:This is a remote role. Candidates who live near CB offices have theoptionof being fully remote or hybrid (Tuesday and Wednesday in office). All CB employeesare required tooccasionally travel to meet in person for business purposes.
Role Type:This is a full-time position
About the Team
The Operations Division atCollegeBoard is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The Customer Engagement& Experiencedepartment is a combination of teams that support our key constituents: students, parents, educators, and our state partners thatrepresentapproximately two million contacts per year. This integrated team serves as the organization’s ‘front line’ andrepresentsthe voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Director,Training andQuality,you play acritical role indrivingservice excellence and consistency across internal and outsourced call center operations. You willevaluate currenttrainingprocesses, define ongoingtrainingrequirements,deliver trainingmodulesandprovidestrategic oversight oftraining delivery andqualityframeworks.Thisrole willbe responsible forleading the evolution, execution, andmeasurementtraining programs andquality assurance standardsthat ensure consistent delivery of customer service for all College Board contact centerenvironments.
In this role, you will:
TrainingDevelopment,DeliveryandOversight(65%)
- Own and lead the end-to-end training strategy forinternal andoutsourced call center operations, including onboarding, upskilling, refresher training, and readiness programs.
- Deliver train-the-trainer modules, and partner with vendor training leaders to ensure consistent delivery of curriculum, instructional standards, and facilitation quality across sites.
- Establish trainingcurricula,frameworks, certification standards, and evaluation methods to ensure agent readiness and long-term performance.
- Collaborate with internal stakeholders to align training content with evolving business priorities, policies, and customer needs.
- Ensure training programs are scalable, repeatable, and measurable across vendors and channels.
- Track and analyze training effectiveness using performance data, quality outcomes, and operational metrics; adjust strategy as needed; and coach trainers to support agent improvement and quality adherence
- Serve as the senior escalation point for training gaps, readiness risks, or performance trends tied to learning effectiveness.
- Partner withthe OperationsKnowledge Learning and Operational Effectiveness (KLOE) teamwho developsproduct and program-relatedresources and toolsto ensure availability of relevanttraining materialsfor call center agents.
QualityAssuranceAnalysis(25%)
- Provide strategic leadership and oversight for the quality program, partnering closely with the Associate Director of Training & Quality.
- Collaborate with the Associate Director todefine quality standards, evaluation frameworks, and calibration expectations in alignment with organizational goals.
- Use quality insights to inform training priorities, curriculum updates, and targeted interventions.
- Ensure consistency in qualityapplicationand scoring across vendor sites.
- Review quality trends, root causes, and improvement plans; guide corrective actions at a strategic level.
- Partner with operations and vendor leadership to reinforce accountability for quality outcomes.
- Establish and manage quality frameworks, evaluation methodologies, and scoring systems
Collaboration & Project Management (10%)
- Build strong, influential relationships with vendor partners, serving as a trusted advisor on training and quality excellence.
- Coach and develop vendor training leaders to raise facilitation capability and instructional impact.
- Collaborate with internal leaders across operations, workforce, product, anddeliveryto drive aligned outcomes.
- Support the Associate Director by settingdirection, removing obstacles, and ensuring alignment between training and quality strategies.
- Present insights, risks, and recommendations to senior leadership using data-driven storytelling.
- Work closely with the Associate Director, Content Creation and Knowledge Management to ensure tight alignment between training material and corresponding knowledge/job aid artifact creation and implementation.
About You
Exceptional candidates can effectively speak to:
- Expertiseintraining development and deliverywith5+years’ experience in training or instructional design roles
- Deep understanding of quality methodologies, metrics, and coaching frameworks.
- Customer Experience and Call Center background (a plus)
- Strong consultative, project management, analytical,planningand organizational skills
- Strong interpersonal skills andtrack recordof building collaborativerelationships;and,has superb communications & presentationskills.
- Strong experience with tools used for training including CMS & CRM tools –e.g.,Salesforceand Knowledge Management, Confluence,LMSplatforms, In-App Guidance, BI tools, etc.
- A bachelor’s degree in a related field
- The ability to travel4-6times a year to College Board offices or on behalf of College Board business, which may include international travel.
All roles at College Board require:
- A passion for expanding educational and career opportunities and mission-driven work
- Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
- Clear and concise communication skills, written and verbal
- A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receivingtimely, respectful feedback, and continuously improving through iterative learning and user input.
- A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
- A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
- Authorization to work in the United States
About Our Process
- Application review will beginimmediatelyand will continue until the position is filled.This role is expected to accept applications for a minimum of 5 business days.
- Whilethehiring processmay vary, it generallyincludes:resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.
What We Offer
AtCollegeBoard, we offer more than a paycheck-we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive.We’rea self-sustaining nonprofit that believes in fair and competitive compensationgrounded in your qualifications, experience, impact, and the market.
A Thoughtful Approach to Compensation
- The hiring range for this role is $80,000–$135,000.
- Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.
- We aim to make our best offer upfront,rooted in fairness, transparency, and market data.
- We adjust salaries by location to ensure fairness, no matter where you live.
You’llhave open, transparent conversations about compensation, benefits, and whatit’slike to work atCollegeBoard throughout your hiring process. Check outourcareers pageformore.
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