Manager, Customer Care Training and Quality

PGA Tour•Roswell, GA

7d•Hybrid

About The Position

The Customer Care Training & Quality Manager owns the strategy, standards, and roadmap for both the training and quality functions within Customer Care and leads the supervisors who manage their day-to-day execution. This role sets the direction for the end-to-end onboarding experience, evergreen and continuous learning, the Learning Management System (LMS), and the quality assurance program. It defines the standards for how teams are developed and how performance is measured. Rather than delivering programs directly, the Manager builds the frameworks, governs quality and consistency, develops the Training and Quality Supervisors into strong leaders, and ensures the two functions operate as one connected system that closes the loop between measurement and development. The Training & Quality Manager partners closely with Customer Care Operations, Workforce Management, and Product teams to ensure training and quality align with business goals, operational readiness, and evolving customer needs.

Requirements

3–5 years of progressive experience in contact center management or customer service leadership with direct people management responsibility.
Experience supporting omnichannel environments (email, chat, voice, social, etc.).
Experience with quality monitoring tools, interaction analytics, or QA scoring platforms.
Experience supporting distributed or remote teams.
Change management or large-scale rollout experience (new platforms, policy changes, product launches).
Knowledge of CX platforms and knowledge base tools is a plus.

Responsibilities

Define and own the overall training and quality strategy, standards, and annual roadmap, ensuring alignment with Customer Care goals and the broader CX vision.
Lead, coach, and develop the Training and Quality Supervisors, setting clear goals, holding the team accountable for execution, and growing them into strong people leaders.
Establish the governance, policies, and success metrics for both functions, and report on training and quality performance to Customer Care leadership.
Translate business priorities into team objectives, capacity plans, and resourcing decisions across the training and quality functions.
Champion the Customer Care core values, modeling Lead by Example and building a culture of continuous improvement and accountability.
Own the strategy and design of structured onboarding programs for new Customer Care hires, from pre-boarding through nesting and graduation, overseeing delivery through the Training Supervisor.
Develop role-based onboarding curricula (agents, specialists, leads, etc.) that balance product knowledge, systems training, and customer experience skills.
Ensure effective facilitation of live and virtual training sessions, workshops, and coaching activities, stepping in to lead high-visibility or leadership-level sessions.
Partner with Operations to define readiness benchmarks and certification criteria, applying quality standards to graduation and certification gates.
Track onboarding effectiveness using performance metrics (time to proficiency, early attrition, quality scores, etc.).
Own and maintain evergreen training programs that reinforce core skills, policies, systems, and product knowledge.
Create refresher training, microlearning, and targeted interventions based on performance trends, quality insights, and operational needs.
Use quality monitoring insights, partnering with Operations, to identify training gaps and proactively deploy learning solutions.
Support change management by developing training for new tools, processes, and product launches.
Ensure training content remains current, relevant, and aligned with brand and CX standards.
Design and own the Customer Care quality assurance program, including evaluation forms, scorecards, and a monitoring methodology aligned to brand and CX standards and the Customer Care core values.
Set the standards and methodology for monitoring and evaluating customer interactions across channels (phone, email, chat), overseeing execution through the Quality Supervisor.
Own the calibration process, ensuring scoring consistency, fairness, and a shared definition of quality across supervisors and leadership.
Analyze quality trends and conduct root-cause analysis to surface coaching opportunities and systemic process or knowledge gaps.
Translate quality findings into targeted coaching, refresher training, and updates to SOPs, job aids, and onboarding content.
Build and maintain quality reporting and dashboards, communicating trends, risks, and improvement opportunities to Customer Care leadership, and partner with supervisors to deliver consistent, actionable performance feedback.
Serve as primary owner and administrator of the Learning Management System (LMS).
Manage course creation, assignments, tracking, reporting, and compliance requirements.
Maintain a centralized, well-organized library of training materials, SOPs, job aids, and reference resources.
Ensure learning content is accessible, easy to navigate, and optimized for self-service learning.
Evaluate and recommend improvements to LMS functionality and training tools.
Set instructional design standards for engaging learning experiences using adult learning principles and blended learning approaches (e-learning, instructor-led, job aids, simulations, etc.).
Oversee the development and upkeep of training materials including presentations, facilitator guides, learner workbooks, assessments, and knowledge checks.
Leverage performance data and learner feedback to iterate on content and delivery methods.
Ensure training programs scale effectively with business growth and seasonal staffing needs.
Partner with Customer Care Leadership, Product, IT, HR, and Workforce teams to align training and quality priorities with operational goals.
Support new initiatives, pilots, and process changes with timely and effective training rollouts.
Communicate training plans, timelines, and expectations clearly to stakeholders.
Manage training calendars, capacity planning, and resource needs.
Contribute to broader CX strategy through workforce enablement and capability development.