Call Center Supervisor, Training & QA

Crisis Center of Tampa Bay•Tampa, FL

11d•Onsite

About The Position

The Call Center Supervisor, Training & QA supports daily Gateway contact center operations by designing, delivering, and maintaining structured training and development activities for staff and interns. The role ensures consistent onboarding, current and audit-ready training resources, and quality assurance practices that meet crisis and human services standards. The position exists in two specialized tracks—hotline services and chat services—with shared responsibilities and distinct operational focuses. It reports to the Program Manager of Gateway Services and, in that manager’s absence, the Director of Gateway Services. The supervisor develops staff competency in alignment with the organization’s mission, strategic initiatives, and applicable regulatory and accreditation standards. The role monitors training compliance, supervises interns as assigned, coaches contact center staff, conducts quality audits, analyzes QA data, and supports performance improvement. Duties are performed primarily in an office setting using a computer and standard office equipment. Gateway Services operates 24 hours a day, 365 days a year; employees may be scheduled for holidays, evenings, weekends, and work during disasters or critical incidents. The position is full-time, non-exempt, and has a day-shift designation, although hours are determined by the assigned schedule. Minimal travel is listed.

Requirements

Bachelor’s degree in a human-services-related field; crisis intervention training and two years of experience may substitute for the education requirement.
Knowledge of crisis intervention principles, active listening, and community resource navigation.
Experience or aptitude in training facilitation, staff development, or adult learning, with the ability to design and deliver learning experiences for diverse audiences.
Strong organizational skills and ability to manage multiple priorities, track compliance, and maintain accurate records in a fast-paced environment.
Oral and written communication skills, including the ability to prepare correspondence, training materials, and administrative reports.
Supervisory or leadership skills, including evaluating performance, assigning work, and supporting professional growth.
Ability to collect, evaluate, and present data in support of quality assurance and performance improvement goals.
Proficiency with Windows-based computer systems, word processing, and database programs.
Typing speed of at least 50 words per minute.
Complete Crisis Center Core Training and FCASV Advocacy Core Training within the first 60 days of employment.
Complete Introduction to Trauma-Informed Care and Psychological First Aid within 12 months of hire.
Complete Applied Suicide Intervention Skills Training (ASIST) within the first 12 months of employment.
Ability to obtain national certification through an applicable accrediting body, such as Inform USA or AAS, if required for staff employed beyond one year.
DCF Clearinghouse clearance is required.
Ability to lift and carry up to 25 pounds and perform the listed physical activities, including sitting, climbing or balancing, hearing, using hands, stooping, kneeling, crouching, crawling, standing, walking, talking, and reaching.
Ability to sit for prolonged periods and use a keyboard with the required visual acuity and hand-eye coordination.

Responsibilities

Design and implement training and development activities for staff and interns aligned with the organizational mission, strategic initiatives, and applicable regulatory and accreditation standards.
Interpret quality assurance policies and support implementation of guidelines that ensure compliance with regulatory, national accreditation, and organizational standards.
Participate in professional development, required trainings, departmental in-services, leadership meetings, and other learning opportunities.
Lead initial onboarding for new contact center staff, providing a consistent introduction to Gateway operations, systems, and expectations.
Facilitate on-the-job learning for new hires, existing employees, and employees transitioning out of the organization.
Monitor employee training compliance against agency, regulatory, and national accreditation standards using the agency learning management system.
Supervise interns as assigned, including coaching, performance evaluation, progressive discipline, recognition, communicating expectations, and accountability for program and contractual requirements.
Provide coaching and supervisory support to contact center intervention specialists and leads as needed.
Facilitate small-group learning for Gateway employees and publish monthly training opportunities.
Routinely audit training documents and resources and maintain accurate, current, audit-ready materials.
Develop individualized employee training plans within 30 days of hire and support ongoing training and professional development plans within the next 60 days.
Observe staff and interns while on duty and provide timely, constructive feedback to support improvement.
Oversee quality control functions and produce regular reports on quality-related outcomes.
Participate in departmental PQI reporting, analyze QA data, and represent Gateway services at service-area performance meetings.
Collaborate with agency service areas to facilitate cross-functional learning and support organizational training needs.
Be available for off-hours assignments as needed, including holidays and during disasters or critical incidents.
Uphold HIPAA and organizational confidentiality requirements in supervisory practice, training, and documentation.
Complete required initial and ongoing training, including CCTB Core Training and FCASV Advocacy Core Training within 60 days; Introduction to Trauma-Informed Care and Psychological First Aid within 12 months; and ASIST within the first 12 months.
Perform other duties as assigned by the Program Manager or Director.