Shantel McQuaid

I am an experienced training and client facing professional seeking a new role.

Global VP, Training & Quality at Results-CX (2023-01 – 2025-01)

Led a complete global training organization transformation within the first 5 months, driving alignment to client expectations and scalable global delivery.

• Key member of global attrition initiative achieving record-setting 87.13% attrition improvement at the agent level.
• Boosted new hire throughput to 90% for product training and 91% for grad school by redesigning onboarding strategies and implementing supportive proctoring models.
• Integrated Training & Quality operations across two major acquisitions, consolidating best practices and reducing fragmentation.
• Took over Instructional Design Services (IDS) and successfully pitched/sold $400K+ in curriculum redesign solutions to improve speed to proficiency and engagement that included AI scenario based training.
• Expanded global proctoring program ensuring consistent support ratios for all virtual training environments.
• Oversaw delivery of 2,500+ classes supporting new hire and upskill annually with a 96% trainee satisfaction rate (2023–2024).

VP of Talent Development at ERC (2020-01 – 2022-01)

Directed domestic and offshore Talent Development, Leadership Development, and Employee Engagement teams.

• Completely rebuilt the leadership development organization and implemented career mapping for critical growth roles.
• Selected and deployed a new LMS, AI-driven training tools, and simulation platforms to modernize learning delivery.
• Core contributor to RFP response and sales presentation teams, improving win rates and client confidence in TD capabilities.
• Authored and standardized enterprise SOPs for all training processes across sites and clients.
• Implemented AI-driven enhancements to new hire training for increased engagement and retention.
• Led succession planning initiatives resulting in more predictable and scalable leadership pipelines.

Training Manager Distribution Centers at QRG (2018-01 – 2020-01)

• Overhauled new hire onboarding and training for multiple distribution centers, reducing ramp time and early attrition.
• Managed project rollouts for new equipment, processes, and change management initiatives.
• Created and launched monthly leadership development sessions to strengthen frontline leadership capability.
• Sponsored Kaizen projects delivering $500K+ in cost savings.
• Launched internal supervisor/manager internship programs to strengthen succession planning.

Sr. Director Training, Quality and Nesting at C3 (2017-01 – 2018-01)

Led Training, Quality, and Nesting operations across 9 global call centers.

• Senior contributor to RFP responses and client presentations.
• Rebuilt calibration and rebuttal processes to improve accuracy and consistency of quality evaluations.
• Designed nesting programs aligned with LOB-specific KPIs and contractual performance requirements.
• Built 30/60/90-day performance glide paths to reduce time to proficiency.
• Conducted quarterly curriculum gap analyses to improve training effectiveness and learner readiness.

Director of Training and Quality at ACT (2015-01 – 2017-01)

Directed Training and Quality operations across 6 call centers, contributing to the launch of a 7th location.

• Managed annual budget forecasting including salaries, bonuses, travel, overtime, and vendor contracts.
• Created Supervisor Training focused on the organization's top performance opportunities.
• Oversaw all client-required reporting for training, quality, and compliance.
• Developed and launched a Facilitator Skills School to elevate trainer performance.