Training & QA Leader for Customer Experience

Odyssey; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

Odyssey is seeking a Training & Quality Assurance Manager to lead the Training, QA, and Knowledge Management functions within its Support organization. You will shape how we onboard, educate, and empower our teams to deliver accurate, high-quality experiences to parents, schools, and vendors.

You'll partner with Product, Operations, and Program teams to translate policy and product changes into scalable training, documentation, and quality standards, driving measurable performance improvements.

Qualifications

• Experience leading training, QA, enablement, or knowledge-management in support/ops.
• People-management experience with coaching and development.
• Strong contact-center knowledge of training, QA, and performance.
• Experience building QA programs, scorecards, and calibration.
• Proven ability to design new-hire and ongoing training.
• Strong analytical mindset using QA, CSAT, and metrics.
• Excellent written and verbal communication.
• Strong project-management and organization skills.
• Comfortable with ambiguity; able to build processes.
• Ability to balance strategy with execution.
• Influence cross-functionally without direct authority.

Responsibilities

• Own the overall training and enablement strategy for Odyssey's Support organization.
• Lead onboarding, ongoing education, upskilling, leadership training, and change-management programs.
• Ensure training programs are engaging, scalable, and tied to measurable outcomes.
• Identify skill gaps and develop targeted learning plans with Support leadership.
• Establish readiness standards and assessments for specialists.
• Build Train-the-Trainer programs for scalable learning.
• Translate QA insights into coaching, training, or process improvements.
• Develop QA strategy, standards, scorecards, calibration.
• Directly manage Training Associate and QA & Knowledge Associate.

Skills

Leadership

Training & enablement

Quality assurance

Knowledge management

Data analysis

Project management

Communication

Cross-functional collaboration

Coaching

Ambiguity handling

Job description

Odyssey is seeking a Training & Quality Assurance Manager to lead the Training, QA, and Knowledge Management functions within its Support organization. You will shape how we onboard, educate, and empower our teams to deliver accurate, high-quality experiences to parents, schools, and vendors.

You'll partner with Product, Operations, and Program teams to translate policy and product changes into scalable training, documentation, and quality standards, driving measurable performance improvements.