Overview In this role you will oversee quality assurance for a government contracted call center and lead all staff training programs. You will ensure CSRs, team leads, and supervisors deliver accurate, policy compliant service while designing and delivering training, evaluating performance trends, and reporting findings to leadership and program officials. You will collaborate with cross functional teams to maintain high quality standards and drive improvements that enhance customer experience and compliance.
Compensation / Benefits- medical, dental, and vision insurance with employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- 401k with company match
Responsibilities- Oversee daily quality monitoring of calls and other work types to ensure accuracy and policy adherence
- Analyze performance against company and government expectations to identify strengths and improvement areas
- Maintain systems for capturing, analyzing, and reporting quality metrics
- Serve as primary contact for government program officials regarding quality performance
- Coordinate with cross functional teams to ensure consistent quality standards and reporting practices
- Recommend process improvements to enhance customer experience and service consistency
- Design, develop, and deliver training programs for all staff levels including new hires and ongoing training
- Conduct needs assessments to identify training gaps and future development requirements
- Create training manuals, support materials, and tools
- Manage training logistics such as scheduling, supplies, and records
- Conduct surveys and evaluations to measure training effectiveness and identify additional needs
- Prepare formal reports and documentation related to training activities
Key requirements- Bachelor's degree
- Minimum 6 years of experience supporting a call center in a quality assurance and training management role
- Minimum 2 years of experience designing and delivering effective training programs
- Ability to obtain/maintain a Public Trust clearance
- Excellent communication and documentation skills
- Strong analytical abilities
- Cross functional collaboration
- Quality assurance analytics
- Training design and delivery
- Performance metrics interpretation
