Quality & Training Manager

NTT DATA Services•Washington (REMOTE), DC

6d•$75,168 - $145,000•Remote

About The Position

The Quality & Training Manager supports a government‑contracted call center by overseeing quality assurance activities and managing all training programs for staff. This role ensures customer service representatives (CSRs), team leads, and supervisors deliver accurate, consistent, and policy‑compliant service. The manager also designs and delivers training programs, evaluates performance trends, and provides reporting and recommendations to leadership and government program officials.

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

Nice To Haves

Excellent communication and documentation skills.
Experience supporting government contracts is preferred.
Strong understanding of customer service standards, performance metrics, and compliance requirements.
Strong analytical skills with the ability to interpret performance data and recommend improvements.

Responsibilities

Oversee daily quality monitoring of calls and other work types to ensure accuracy, customer service excellence, and adherence to policies and procedures.
Analyze operational performance against company and government expectations to identify strengths and improvement areas.
Maintain systems for capturing, analyzing, and reporting quality metrics.
Serve as the primary point of 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‑hire 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 classes, maintaining supplies, and updating training records and materials libraries.
Conduct surveys and follow‑up evaluations to measure training effectiveness and identify additional needs.
Prepare formal reports and documentation related to training activities.