About Attentive.ai:
Attentive.ai is a fast-growing vertical SaaS firm backed by leading global investors, including Insight Partners, InfoEdge Ventures, Vertex Ventures, Partners, Tenacity Ventures and Peak XV (Surge). Fresh off our Series B raise and a proven foundation in our AI-based platform - Beam AI, we’re now expanding into a fully automated software ecosystem with AI-powered workflows for estimating, bidding, and improved collaboration for the construction and field services industries across the US & Canada. Our mission is to help businesses automate preconstruction workflows, improve operations, and drive revenue through simple, powerful, industry-focused products.
About the Role:
We are looking for an experienced, senior leader to build and own the Quality and Training function as an independent vertical within a high-volume delivery organisation. This is a strategic, hands-on leadership role for someone who has spent their career building quality frameworks and capability development systems that actually move the needle — not just oversight functions that document what went wrong after the fact.
The Director of Quality and Training will report directly to the VP of Operations and will be accountable for setting and enforcing quality standards across all delivery teams, owning the end-to-end new hire onboarding and certification pipeline, and building a continuous improvement loop that converts quality monitoring data into better-trained, more capable people. This role has full people management responsibility across QA and training teams and a direct seat at the operations leadership table.
Key Responsibilities:
Quality Assurance:
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Define and own the quality framework across all delivery functions — including defect classification standards, review protocols, first-time-right rate benchmarks and escalation thresholds
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Design and implement a risk-based QA model that allocates review effort proportionate to complexity, estimator track record and job risk — moving beyond blanket 100% QA to a smarter, more scalable approach
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Own quality data integrity — ensuring defect data from QA reviews is clean, consistent and flows directly into performance reporting and training improvement cycles Lead the monthly quality review with senior delivery managers — identifying cross-team error patterns, setting corrective action plans and tracking resolution to completion
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Own customer-facing quality escalations at the organisational level — root cause analysis, corrective action and leadership reporting
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Build and manage the QA team structure — hiring, onboarding, performance management and capability development across the QA function
Training and Capability Development:
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Own the new hire pipeline from day of joining to productive floor deployment — structured induction, trade or function-specific training, certification assessment and a formal, gate-controlled handover to operations
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Set and track the ramp-to-productivity target for new hires — defining expected output benchmarks at each stage of the onboarding curve and holding the training function accountable to achieving them
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Own the training SOP and curriculum library — ensuring content is current, trade-specific and regularly updated based on quality monitoring findings
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Build and enforce the feedback loop between QA findings and training content — every recurring error pattern on the floor should result in a curriculum update within a defined SLA
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Manage the trainer team — setting delivery standards, reviewing session quality, tracking learning outcomes and maintaining the certification and assessment framework
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Manage the learning platform — module structure, completion tracking, scoring parameters and integration with the performance management system
Leadership and Governance:
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Represent Quality and Training in the senior leadership review cadence — presenting org-level quality trends, new hire ramp performance, certification outcomes and open risks
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Set consistent quality and certification standards across all business units — preventing divergence in thresholds that creates inconsistency in delivery standards
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Own headcount planning for the Quality and Training vertical — forecasting capacity needs based on growth projections and providing inputs for hiring decisions
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Partner with MIS and analytics function to build real-time visibility of quality and training performance across the organisation
Required Skills and Experience:
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12 to 18 years of experience in operations, quality or training leadership roles in a BPO, outsourcing or high-volume data services environment
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Demonstrated track record of building quality frameworks that have measurably improved first-time-right rates, reduced rework and lowered customer-reported error rates
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Proven experience owning a new hire onboarding and certification programme at scale - designing ramp curves, assessments and floor-readiness standards for large associate cohorts
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Experience building and enforcing the feedback loop between quality monitoring and training — not just identifying errors but designing systems that structurally prevent recurrence
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Strong people leadership — experience managing mid-to-large teams (30 to 100+) across QA and training functions with structured performance management and development cadences
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Data-driven approach to quality and training management — comfortable working independently with quality dashboards, error rate trends and training effectiveness data
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Executive presence — able to represent quality and training at VP and C-suite level including in escalation, risk and business review conversations
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Lean Six Sigma Green Belt or above — with practical delivery experience, not just certification
Good to Have:
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Background in technical or knowledge-process outsourcing where quality requires domain judgment rather than just rule-based checking
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Experience designing incentive or recognition frameworks tied to quality and training outcomes
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Exposure to AI-assisted or platform-driven delivery environments and the quality control implications of automation
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Prior experience in a role where quality and training were previously separate functions — and the individual successfully integrated them
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Knowledge or certification of LSSGB and LSSBB
What We Are Looking For:
The right person for this role has strong opinions about what good quality governance looks like, the patience to build it properly, and the credibility to hold delivery teams accountable to it without creating adversarial dynamics. They understand that training is only as good as the quality data feeding it, and that quality is only as good as the capability of the people being assessed. We are looking for someone who sees these two functions as one system — and has the track record to prove it.
