Call Center Manager - Training & Quality
T
TechOp Solutions InternationalContact Center Operations
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum five (5) years of experience in training, quality assurance, learning and development, or contact center operations.
- Required Skills
- Quality Assurance
Requirements
- Bachelor's degree from an accredited institution (Preferred).
- Current professional certification in Human Resources or Learning and Development (e.g., PHR, SHRM-CP, or 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 and problem-solving skills.
- Strong communication skills.
- Must meet security eligibility requirements.
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.
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