Ali Mae Schmitz Director of Instructional Design & Learning Strategy | Scaling

QA & Training Sr. Manager

Second Nature

Jul 2025 - Current (1 year 2 months)

Lead the Quality Assurance and Training team to deliver top-notch programs that enhance service delivery and employee performance. Develop and implement quality assurance initiatives, including audit frameworks, scoring methodologies, and performance evaluation processes. Create training materials and coaching resources that align with business objectives and address key opportunities identified through quality audits. Analyze quality trends and performance data to identify gaps, recommend process improvements, and drive long-term enhancements in performance. Collaborate with managers across Front-line Support, Data Management, Insurance, and BPO teams to ensure that quality and training strategies are aligned with business goals. Oversee t

Training & Quality Manager Customer Operations

Double Good

May 2021 - Jul 2025 (4 years 3 months)

Oversight of training & quality teams. Successful implementation of Omni channel quality rubric, with comprehensive quality processes and procedures. These efforts significantly enhanced customer experience, optimized service levels, and provided valuable insights to agent behavior and ticket management. Developed and maintained robust training program, developed learning management tools, instructional training lead, built comprehensive knowledge base, while facilitating all onboarding and support of new employees and development for leadership staff.

Training Manager

IBEX Global

Oct 2017 - Mar 2021 (3 years 6 months)

Department head over three campaigns, managing dedicated teams. Critical KPI and business driving impacts under scope and initiatives. Cross functional collaboration, curriculum development, client partnership management, content development, new hire performance and training, and regular auditing and assessment of department, performance, and execution.

Instructional Designer/Trainer

Monitronics Security

Sep 2016 - Aug 2017 (1 year)

Developed tailored content and learning materials, addressing the needs of the dealer base. Enhanced productivity, organized content (self-paces and instructor led), learning management systems, implemented assessment program and improved overall learning experience. Modules developed from storyboards adhering to SCORM standards.

Trainer and Recruiting Manager/ Accounts Manager

Future Payment Technologies

Sep 2015 - Jun 2016 (10 months)

Future Payment Technologies (September 2015-July 2016) Developed comprehensive curriculum for Marketing Centers and Client Services, ongoing development for upskilling, coaching/support for new employee transitions. Provided account management training and support services for sister company Clearwater Payments.

Trainer

Tmobile

Jan 2008 - Jan 2013 (5 years 1 month)

T-Mobile (April 2008-May 2013) Provided training programs, evaluated training needs, developed alternative training approaches, created training procedure manuals/guides/materials, and delivered new training techniques to design/plan/organize training content and delivery in both industrial and commercial settings.

Ali Mae Schmitz

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