Training and Quality Leader (Travel Assistance)

TL;DR

Training and Quality Leader (Travel Assistance): Designing and delivering training and quality assurance frameworks for travel assistance services with an accent on instructional design and performance evaluation. Focus on monitoring agent interactions, identifying skill gaps, and implementing continuous improvement initiatives to ensure high service standards.

Location: Onsite in Princeton, New Jersey

Salary: $70,000–$85,000

Company

hirify.global is a wholly owned subsidiary of International Medical Group, specializing in travel and emergency assistance services.

What you will do

• Monitor team performance through daily call monitoring, case reviews, and correspondence to ensure alignment with quality standards.
• Design and develop multi-format training materials, including eLearning, videos, webinars, and written guides.
• Conduct new hire training and carry out training needs analyses to identify and bridge skill gaps.
• Provide constructive feedback and coaching to agents through dedicated development meetings.
• Analyze QA results to identify trends and report performance insights to leadership.
• Collaborate with Operations to support the implementation of new processes or system changes.

Requirements

• 3–5 years of experience in travel assistance, emergency assistance, call centers, or related customer service industries.
• Proven hands-on experience in quality assurance and service interaction evaluation.
• Strong instructional design skillset to deliver engaging training across multiple formats.
• Proficiency in MS Office for process mapping and content creation.
• Must be based in or be able to work onsite in Princeton, New Jersey.
• Fluency in English is required.

Nice to have

• Familiarity with AI-based learning tools and digital content creation.
• Strong presentation and facilitation skills suited for diverse audiences.
• Additional language proficiency.
• Experience in travel assistance.

Culture & Benefits

• Day shift schedule available.
• Commitment to a diverse and equal opportunity work environment.
• Culture focused on continuous learning, development, and innovation.