Call Center Manager - Training & Quality
TechOp Solutions International
•Remote
About The Position
TechOp Solutions International is seeking an experienced Remote Manager to lead the training and quality assurance functions for a high-volume, remote call center. The Manager leads all training and quality assurance functions to ensure employees consistently deliver exceptional customer service while meeting organizational quality standards. This position oversees training development, quality monitoring, coaching initiatives, and continuous improvement programs.
Requirements
- Professional certification : Must possess 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)
- 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.
Nice To Haves
- Bachelor's degree from an accredited institution (Preferred)
Responsibilities
- 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.
- Perform additional duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
