Training and Quality Director

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.
  
  

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

As a Core Training and Quality Director, you will be responsible for operational readiness and service quality assurance frameworks.

This role will collaborate closely with Operations, HR, Client Services, and Technology to implement scalable training programs, robust quality frameworks, and data-driven improvements aligned with client expectations and business goals.

Key Responsibilities

Strategic Leadership

• Develop and execute the overall Training and Quality roadmap for current and future business needs.
• Partner with senior leadership to align Training & Quality efforts with company goals, growth plans, and new client implementations.
• Build and lead a high-performing team of Training Managers, Trainers, QA Managers, and QA Analysts.
  
  

Training

• Design and implement end-to-end onboarding, product, soft skills, leadership, and upskilling programs.
• Champion digital learning, LMS platform rollout, gamification, and microlearning strategies.
• Measure training effectiveness (time-to-proficiency, certification rate, attrition) and refine programs accordingly.
  
  

Quality

• Establish standardized QA frameworks and scorecards across all accounts.
• Implement QA audit mechanisms, coaching strategies, and escalation processes.
• Drive root cause analysis, calibrations, and continuous service improvement initiatives.
  
  

Analytics, Tools & Automation

• Leverage data to identify performance gaps and drive operational interventions Evaluate and implement AI-driven tools, auto-QA systems, and real-time coaching platforms.
  
  

Stakeholder Engagement

• Serve as a strategic advisor on Operations training and quality performance to Operations, HR, and Clients
• Lead client calibration sessions and participate in business reviews.
  
  

Experience

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Minimum 10 years of progressive leadership experience in either Training, Quality, or Learning & Development, ideally in a BPO or shared services environment.
• At least 5 years in a Senior Manager/ Director-level role overseeing large teams across multiple accounts or sites.
• Six Sigma Green Belt Trained or certified, Yellow Belt Certified, or COPC Certification
• Proven success in building training programs and quality systems from the ground up.
  
  

Education

• Bachelor’s degree required; Education, Business, or related field is a plus.
  
  

Skills & Competencies

• Deep understanding of training methodologies, adult learning principles, QA frameworks, and analytics.
• Experience with LMS platforms, QA tools, digital learning systems, and AI-enhanced coaching.
• Strong leadership, project management, stakeholder engagement, and communication skills.
• Data-driven and analytical mindset; able to translate insights into action plans.
• Passion for performance improvement, culture-building, and innovation.
  
  

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.