Training, Development and Quality Manager
About The Position
The Manager, Training, Quality & Development is responsible for leading the strategy, design, and execution of training, quality assurance, and employee development programs across the Customer Success organization. This is a pivotal leadership role designed for a builder who is passionate about creating and scaling a best-in-class learning and quality culture. You will be the architect of our training, quality, and career development framework, directly impacting the success and growth of our 300+ person Customer Success organization. Your mission is to transform our current programs into a strategic asset that drives employee performance, long-term career satisfaction, and exceptional service delivery for all of our clients. This role ensures a high-performing, customer-centric team by driving consistent onboarding, continuous learning, and quality standards that enhance customer experience, operational efficiency, and employee engagement. This leader partners cross-functionally to align training and quality initiatives with business objectives, customer expectations, and performance outcomes.
Requirements
- 5+ years of experience in training, quality assurance, or customer success/call center operations
- 2+ years of leadership experience managing teams
- Experience designing and delivering training programs and quality frameworks
- Technology savvy with proficiency in Microsoft Office, Word, Excel, and PowerPoint
- Experience with Learning Management Systems is essential.
- Strong leadership, coaching, and team development skills
- Excellent communication and presentation abilities
- Analytical mindset with the ability to interpret performance data and trends
- Knowledge of adult learning principles and instructional design
- Strong customer service orientation and understanding of customer experience drivers
- Ability to operate in a fast-paced, evolving environment
- High attention to detail and organizational skills
- Bachelor’s Degree (Required)
Nice To Haves
- Familiarity with live engagement tools is a plus.
Responsibilities
- Develop and implement a comprehensive training strategy for new hires and ongoing employee development within Customer Success.
- Oversee onboarding programs to ensure employees are effectively ramped and prepared to meet performance expectations.
- Design and continuously improve training curriculum, materials, and delivery methods (instructor-led, virtual, and self-paced learning).
- Evaluate training effectiveness through metrics, feedback, and performance outcomes; adjust programs accordingly.
- Develop and implement a coaching-focused quality assurance framework that measures both technical proficiency (procedural adherence) and soft skills (professionalism, empathy).
- Partner with team leaders to use quality metrics as a tool for targeted training and positive reinforcement, fostering a culture of continuous improvement rather than enforcement.
- Lead the quality assurance program, including call monitoring, evaluations, and calibration processes.
- Establish and maintain quality standards, ensuring alignment with customer experience goals and company expectations.
- Analyze quality trends and performance data to identify gaps and drive targeted coaching and development initiatives.
- Partner with leadership to implement corrective actions and continuous improvement strategies.
- Lead, coach, and develop a team of trainers, quality analysts, and/or supervisors.
- Act as a strategic partner to Customer Success supervisors to map clear, actionable career paths for all roles and levels within the organization.
- Co-create development plans and provide the resources needed to help team members achieve their long-term professional goals.
- Foster a culture of continuous learning, accountability, and high performance.
- Provide mentorship and career development opportunities to team members.
- Ensure consistent application of performance management practices across the team.
- Partner with Customer Success and Operations leaders to align training and quality initiatives with business priorities.
- Drive consistency in processes, policies, and customer interactions across the organization.
- Oversee reporting on training effectiveness, quality scores, and development progress.
- Ensure compliance with company policies, regulatory requirements, and standard operating procedures.
- Collaborate with cross-functional partners (Operations, HR, Compliance, Product, etc.) to support organizational initiatives.
- Support change management efforts by developing and delivering training related to new systems, processes, or products.
- Act as a subject matter expert in training and quality best practices.
Benefits
- Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
- Best-in-class well-being programs
- Annual, no-cost health assessment program Blueprint for Wellness®
- healthyMINDS mental health program
- Vacation and Health/Flex Time
- 6 Holidays plus 1 "MyDay" off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, plus buy-up option
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
