Training and Quality Assurance Manager (Call Center)

1 month, 1 week ago
Full-time
Senior
Quality Assurance and Testing
TechOp Solutions International

TechOp Solutions International

TechOp Solutions International offers specialized consulting services that combine operational and technical expertise to assist various organizations, including government and commercial entities, in preparing for and responding to security threats.

Internet Software & Services
51-250
Founded 2005

Description

  • 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.
  • Coordinate with operational leadership to identify training needs and performance gaps.

Requirements

  • Bachelor's degree from an accredited institution.
  • Current professional certification in Human Resources or Learning and Development, such as HRCI PHR, SHRM-CP, or ATD 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.

Benefits

  • Equal Opportunity Employer status.
  • Employment free from discrimination based on protected characteristics.

Interested in this position?

Apply directly on the company website

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