Universal Support Quality & Training Supervisor

Ferrovial•Manassas, VA

22h

About The Position

I-66 Express Mobility Partners, a Cintra-led consortium, was selected in 2016 by the Commonwealth of Virginia to finance, design, build, operate, and maintain the express lanes on Interstate 66 Outside the Beltway. This project aims to transform a critical Northern Virginia artery to relieve congestion, improve safety, and provide more predictable travel times along approximately 22 miles from the Capital Beltway (I-495) to Gainesville (US Route 29). Upon completion, the project will feature three toll-free general-purpose lanes and two express lanes in each direction, utilizing a state-of-the-art open-road electronic toll collection system. The project also includes expanded transit service, park-and-ride lots, interchange enhancements, and connections to shared use paths, representing a $2.5 billion net savings for the Commonwealth. The company prioritizes its employees' professional and personal development, fostering a culture of internal promotion for national and international opportunities. It operates in a fast-paced, diverse environment, striving for success and achievement. The Universal Support Quality & Training Supervisor is responsible for developing, implementing, and overseeing quality assurance and training programs for the Universal Support department. This centralized department encompasses Inbound and Outbound Call Operations, Research and Resolution (formerly Disputes), and Court Operations, operating under a single support model. The role ensures that agents and support staff are trained, coached, and continuously developed to resolve issues across a full range of complexity, from simple customer inquiries to advanced research, escalation, and court-related matters. The supervisor collaborates with department leadership to drive consistent performance standards, regulatory and contractual compliance, and continuous improvement across both on-shore and off-shore teams.

Requirements

High School Diploma or equivalent required
Strong written and verbal communication skills
Excellent active listening and coaching abilities
Ability to translate quality findings into actionable training solutions
Strong analytical and problem‑solving skills
Ability to manage multiple priorities in a fast‑paced environment
Comfortable supporting agents handling issues from simple to complex
Proficiency in Microsoft Excel, Word, PowerPoint, and other PC‑based applications

Nice To Haves

Experience in call center operations, customer support, research/resolution functions, quality assurance, or training preferred

Responsibilities

Design, implement, and maintain a Universal Support Quality Assurance (QA) Program covering all functions within the department, including inbound and outbound calls, research and resolution activities, and court operations.
Establish and document quality standards that support a simple‑to‑complex issue resolution model, ensuring agents are evaluated consistently regardless of contact type or case complexity.
Conduct routine and ad‑hoc quality audits, case reviews, and workflow evaluations in collaboration with supervisors and managers.
Define, track, and report quality KPIs for all Universal Support functions, ensuring alignment with operational goals and contractual obligations.
Identify trends, recurring errors, and systemic issues through quality analysis and recommend corrective actions or process improvements.
Escalate significant quality risks, compliance concerns, or performance issues to Department Managers and leadership as appropriate.
Develop and maintain new‑hire training programs for Universal Support agents and support staff, ensuring readiness across phone, research, and court‑related responsibilities.
Design and manage a Train‑the‑Trainer program to support supervisors and designated trainers across on‑shore and off‑shore locations.
Create structured training paths that support agent progression from basic transactions to complex issue resolution, including escalation handling and court operations support.
Develop and maintain training manuals, SOPs, job aids, and reference materials for systems, tools, policies, and processes used across Universal Support.
Deliver refresher, remedial, and ad‑hoc training based on QA findings, performance trends, policy changes, or system updates.
Coordinate with off‑shore training leads to ensure consistency in training content, delivery standards, and performance expectations.
Facilitate routine quality calibration and quality meetings with on‑shore and off‑shore teams to review trends, clarify expectations, and reinforce best practices.
Support supervisors by providing coaching insights and targeted training recommendations based on quality and performance data.
Maintain accurate training and quality documentation, including attendance records, certifications, audit results, and corrective action follow‑ups.
Contribute to continuous improvement initiatives by recommending enhancements to workflows, training methods, and quality standards.
Prepare and distribute routine quality and training reports, including operational dashboards, leadership summaries, and external reports as required.
Report quality performance for on‑shore and off‑shore teams against established KPIs and contractual requirements.
Provide clear, actionable insights to Department Managers and leadership to support performance management and decision‑making.
Support audits, leadership meetings, and operational reviews by providing documented quality and training metrics.
Support new initiatives, system implementations, and operational changes by ensuring quality and training readiness.
Perform additional duties as assigned to support organizational objectives and operational excellence.