Who can apply: Only open to applicants in: New York.
Location as listed by the employer: “New York, NY”
Apply on Odyssey's site ↗
Opens the employer's official application page.
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About this role
Odyssey is hiring for a Training & Quality Assurance Manager role (full-time). See the official posting for full details.
Requirements
- Develop and own Odyssey Support’s quality assurance strategy, standards, scorecards, and calibration process.
- Establish consistent quality expectations across Parent, School, and Vendor Support.
- Analyze QA results, CSAT, escalations, contact drivers, and other customer experience data to identify trends and opportunities.
- Translate quality insights into actionable coaching, training, documentation, or process improvements.
- Partner with Support leaders to ensure quality findings result in measurable performance improvement.
- Establish regular reporting that gives Support leadership visibility into quality trends, knowledge gaps, and areas of risk.
- Identify systemic issues rather than focusing solely on individual specialist performance.
- Experience leading training, quality assurance, enablement, knowledge management, or similar functions within a customer support or operations environment.
Summarized from the employer's posting — check the full posting for every requirement.
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