Call Center Manager – Training & Quality

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily functions of the Training and Quality Assurance team.

• Create, implement, and sustain training programs for both new hires and current employees.

• Develop and refresh training materials, job aids, and instructional resources.

• Facilitate instructor-led, virtual, and self-paced training programs.

• Set quality standards and performance evaluation methods.

• Supervise customer interactions across various communication channels to ensure adherence to compliance and service quality.

• Conduct calibration sessions with operational leadership and quality teams.

• Examine quality trends and pinpoint areas for coaching and performance enhancement.

• Generate quality assurance reports, dashboards, and performance analyses.

• Formulate corrective action plans and initiatives for continuous improvement.

• Collaborate with operational leadership to determine training needs and performance deficiencies.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited institution (Preferred).

• Professional certification: Must hold 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).

• A minimum of five (5) years of experience in training, quality assurance, learning and development, or contact center operations.

• Proficiency in developing instructional materials, quality monitoring programs, and performance improvement strategies.

• Excellent analytical, problem-solving, and communication abilities.

• Must satisfy security eligibility criteria.

🏝️ Benefits

• TechOp Solutions is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws.