Manager, Training & QA

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Direct the strategy, implementation, ongoing enhancement, performance evaluation, and resource allocation for Customer Care Center training, learning development, knowledge management, and quality assurance initiatives.

• Mentor and advance training and quality assurance staff, encompassing coaching, accountability, succession planning, and performance management.

• Supervise employee performance, conduct, attendance, professionalism, quality trends, and fact-finding efforts.

• Ensure adherence to internal policies, external standards, regulatory obligations, privacy expectations, documentation criteria, and bargaining unit requirements.

• Conduct training needs assessments, curriculum development, facilitation planning, selection of delivery methods, evaluation of learning, knowledge transfer, job aid creation, and upkeep of training programs.

• Establish quality assurance benchmarks, behavior-based scorecards, monitoring protocols, sampling strategies, calibration processes, dispute resolution paths, and quality reporting methodologies.

• Oversee quality evaluations for calls, digital communications, back-office tasks, case management, and various customer interactions.

• Collaborate with Operations and cross-departmental leaders to translate training outcomes, quality findings, customer insights, escalation patterns, and performance metrics into coaching priorities and process enhancements.

• Utilize call data, quality assessments, speech and interaction analytics, customer feedback, knowledge trends, and operational metrics to pinpoint root causes, performance deficiencies, and areas for improvement.

• Govern ongoing improvement, coaching, knowledge transfer, compliance readiness, corrective and preventive measures, business continuity, and enhancement validation processes.

• Act as the subject matter expert and primary liaison for training, quality, knowledge management, learning management, workforce optimization, speech analytics, technology partners, vendor solutions, application upgrades, and remote onboarding preparations.

• Assist with emergency response initiatives, which may include working outside of normal hours or undertaking additional tasks as necessary.

⛳️ Requirements

• Bachelor's Degree in Business, Education, Organizational Development, Communications, or a related field, or equivalent industry-specific work experience.

• 4–6 years of leadership experience in Customer Service, Contact Center Operations, Training, Quality Assurance, or a related customer experience setting is required.

• Proven experience in leading training, quality, coaching, performance management, and development programs for customer service staff and management.

• Background in designing or overseeing adult learning initiatives, new hire onboarding, refresher training, knowledge transfer, and measuring learning effectiveness.

• Experience in managing quality monitoring programs, behavior-based scorecards, calibration meetings, quality reporting, agent feedback mechanisms, and performance enhancement strategies.

• Occasional to moderate travel may be necessary.

• Proficient computer skills, including Excel, PowerPoint, Word, learning management systems, quality monitoring tools, reporting platforms, and other contact center technologies.

• Understanding of contact center operations and technologies, including call drivers, digital contact avenues, performance metrics, progressive targets, statistical analysis, workforce optimization tools, knowledge management, and center-specific systems/applications.

• Familiarity with Field Operations, Billing, Revenue Recovery, regulatory, and customer account processes impacting customer care interactions.

• Knowledge of local, regional, and industry regulatory standards and requirements affecting customer service, documentation, privacy, compliance, and quality assurance.

• Capability to foster and maintain relationships at all organizational levels, including Operations, Human Resources, Labor Relations, Compliance, Technology, and external partners.

• Excellent interpersonal, communication, facilitation, and business writing abilities.

• Capacity to effect change, build consensus, and lead continuous improvement in a large or matrixed organization.

• Ability to enhance customer experience, service quality, compliance, first contact resolution, and operational performance within a customer care environment.

• Proven track record of organizational agility, managerial courage, sound judgment, and effective decision-making.

• Focus on employee engagement, coaching effectiveness, development, and accountability while ensuring operational performance.

• Skilled in prioritizing multiple tasks and complex projects to meet critical deadlines.

• Exceptional problem-solving, root cause analysis, and analytical capabilities.

• Detail-oriented, organized, and able to maintain accurate training, quality, compliance, and performance documentation.

• Proficient in leading and communicating across remote, hybrid, and onsite work settings.

• Ability to inspire and motivate a dispersed workforce of onsite and remote employees.

• Preferred: experience with speech analytics, interaction analytics, quality management, workforce optimization, learning management, or knowledge management tools.

• Preferred: Six Sigma, Lean, process improvement, root cause analysis, or continuous improvement certification or experience.

• Preferred: certification or formal training in instructional design, training facilitation, adult learning, coaching, customer experience, quality assurance, or contact center management.

• Preferred: experience in supporting omnichannel customer interactions.

• Preferred: experience in leading quality calibration, nesting, train-the-trainer, or large-scale training initiatives in remote or hybrid contact centers.

• Must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

• Physical requirements include constant sitting, talking, and hearing; frequent repetitive motions and eye/hand/foot coordination; and occasional standing, walking, handling, and grasping.

🏝️ Benefits

• Salary range of $113,500.00–$170,300.00 per year.

• Opportunities for professional growth and development.

• An inclusive workplace environment.

• Support for veterans, transitioning service members, and military spouses.

• Reasonable accommodation assistance during the hiring process and employment.

• Emergency response support may offer varied work opportunities.