Manager Training & QA
$113,500–$170,300 year
On-siteColumbus, Ohio, United States
Job Summary
Oversee the development, maintenance, and performance measurement of all Customer Care Center Training and Quality Assurance programs. Lead strategy, execution, and resource planning for training, learning development, knowledge management, and quality assurance initiatives. Supervise and coach training and quality assurance personnel, including assessment of role effectiveness, leadership capability, and achievement of performance objectives. Ensure compliance with internal policies, external quality standards, regulatory requirements, and customer privacy expectations. Lead training needs analysis, curriculum design, facilitation planning, and delivery method selection for new hire, cross-training, and refresher programs. Establish quality assurance standards, behavior-based scorecards, monitoring guidelines, and calibration routines across applicable work streams. Partner with Operations and cross-functional leaders to translate training outcomes and quality results into coaching priorities and process improvements. Use operational data, quality results, and speech analytics to identify performance gaps and drive measurable improvements in agent capability and customer satisfaction.
Required Qualifications
- Bachelor's Degree in Business, Education, Organizational Development, Communications, or related field, or comparable industry-related work experience
- 4-6 years of leadership experience in Customer Service, Contact Center Operations, Training, Quality Assurance, or a related customer experience environment required
- Experience leading training, quality, coaching, performance management, and development programs for customer service employees and management personnel
- Experience designing or managing adult learning programs, new hire onboarding, refresher training, knowledge transfer, and learning effectiveness measurement
- Experience managing quality monitoring programs, behavior-based scorecards, calibration sessions, quality reporting, agent feedback processes, and performance improvement plans
- Occasional to moderate travel required
- Demonstrates excellent computer skills, including Excel, PowerPoint, Word, learning management systems, quality monitoring tools, reporting platforms, and other contact center technology
- Knowledge of contact center operations and technology, including call drivers, digital contact channels, performance metrics, progressive targets, statistical analysis, workforce optimization tools, knowledge management, and center-specific systems/applications
- Working knowledge of Field Operations, Billing, Revenue Recovery, regulatory, and customer account processes that impact customer care interactions
- Knowledge of local, regional, and industry regulatory rules and requirements affecting customer service, documentation, privacy, compliance, and quality assurance
- Demonstrated ability to develop and manage relationships at all levels, including Operations, Human Resources, Labor Relations, Compliance, Technology, and external partners
- Excellent interpersonal skills with the ability to build strong, collaborative partnerships and influence outcomes across functional areas
- Proven ability to influence change, build consensus, and lead continuous improvement across a large or matrixed organization
- Demonstrated ability to drive excellence in customer experience, service quality, compliance, first contact resolution, and operational performance within a customer care facility
- Established track record of organizational agility, managerial courage, sound judgment, and effective decision-making in a dynamic operational environment
- Demonstrated ability to focus on employee engagement, coaching effectiveness, development, and accountability while maintaining operational performance expectations
- Ability to prioritize multiple activities and complex projects simultaneously; ability to establish and meet critical deadlines
- Superior problem resolution skills, root cause analysis capability, and strong analytical skills
- Strong communication and facilitation skills, excellent business writing skills, and a proven track record in meeting or exceeding stated deadlines and milestones
- Aptitude for detail, high degree of organization, and ability to maintain accurate training, quality, compliance, and performance documentation
- Proficiency and comfort with leading, coaching, communicating with, and maintaining reporting relationships across remote, hybrid, and onsite work environments
- Ability to lead and motivate a dispersed workforce, including onsite and remote employees
- Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future
Desired Qualifications
- 4-6 years' experience in training and/or quality assurance leadership at a customer care facility or contact center
- Experience with speech analytics, interaction analytics, quality management, workforce optimization, learning management, or knowledge management tools
- Six Sigma, Lean, process improvement, root cause analysis, or continuous improvement certification or experience
- Certification or formal training in instructional design, training facilitation, adult learning, coaching, customer experience, quality assurance, or contact center management
- Experience supporting omnichannel customer interactions, including phone, chat, email, digital, back-office, or case management work streams
- Experience leading quality calibration, nesting programs, train-the-trainer programs, or large-scale training deployments in a remote or hybrid contact center environment
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