Training and Quality Assurance Manager (Call Center)

Responsibilities

• Lead the daily operations of the Training and Quality Assurance team
• Develop, implement, and maintain training programs for new hires and existing staff
• Design and update training materials, job aids, and instructional resources
• Conduct instructor-led, virtual, and self-paced training programs
• Establish quality standards and performance evaluation methodologies
• Monitor customer interactions across multiple communication channels to ensure compliance and service quality
• Conduct calibration sessions with operational leadership and quality teams
• Analyze quality trends and identify opportunities for coaching and performance improvement
• Prepare quality assurance reports, dashboards, and performance analyses
• Develop corrective action plans and continuous improvement initiatives
• Cook up with operational leadership to identify training needs and performance gaps
• Perform additional duties as assigned

Requirements

• Bachelor's degree from an accredited institution
• Professional certification: Must possess a current professional certification in Human Resources or Learning and Development, such as an HRCI Professional in Human Resources (PHR), SHRM Certified Professional (SHRM-CP), or ATD Certified Professional in Talent Development (CPTD)
• Minimum five (5) years of experience in training, quality assurance, learning and development, or contact center operations
• Experience developing instructional materials, quality monitoring programs, and performance improvement initiatives
• Strong analytical, problem-solving, and communication skills
• Must meet security eligibility requirements

Qualifications

Commensurate with experience.

Skills

N/A

Benefits

TBD

Pay

TBD

Schedule

TBD