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Training And Quality Assurance Manager (Call Center)

TechOp Solutions InternationalArlington, VA
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Overview

Schedule
Full-time
Education
HR (PHR, SPHR, SHRM)
Career level
Director
Remote
Remote
Benefits
Career Development

Job Description

TechOp Solutions International is seeking an experienced Remote Manager to lead the training and quality assurance functions for a high-volume, remote call center. The Manager leads all training and quality assurance functions to ensure employees consistently deliver exceptional customer service while meeting organizational quality standards. This position oversees training development, quality monitoring, coaching initiatives, and continuous improvement programs.

Duties:

·         Lead the daily operations of the Training and Quality Assurance team.

·         Develop, implement, and maintain training programs for new hires and existing staff.

·         Design and update training materials, job aids, and instructional resources.

·         Conduct instructor-led, virtual, and self-paced training programs.

·         Establish quality standards and performance evaluation methodologies.

·          Monitor customer interactions across multiple communication channels to ensure compliance and service quality.

·         Conduct calibration sessions with operational leadership and quality teams.

·          Analyze quality trends and identify opportunities for coaching and performance improvement.

·         Prepare quality assurance reports, dashboards, and performance analyses.

·         Develop corrective action plans and continuous improvement initiatives.

·         Coordinate with operational leadership to identify training needs and performance gaps.

·          Perform additional duties as assigned

Requirements

  • Bachelor's degree from an accredited institution
  • Professional certification : Must possess a current professional certification in Human Resources or Learning and Development, such as an HRCI Professional in Human Resources (PHR), SHRM Certified Professional (SHRM-CP), or ATD Certified Professional in Talent Development (CPTD)
  •  Minimum five (5) years of experience in training, quality assurance, learning and development, or contact center operations.
  •  Experience developing instructional materials, quality monitoring programs, and performance improvement initiatives.
  • Strong analytical, problem-solving, and communication skills.
  • Must meet security eligibility requirements.

Benefits

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws. 

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FAQs About Training And Quality Assurance Manager (Call Center) Jobs at TechOp Solutions International

What is the work location for this position at TechOp Solutions International?
This job at TechOp Solutions International is located in Arlington, VA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at TechOp Solutions International?
Employer has not shared pay details for this role.
What employment applies to this position at TechOp Solutions International?
TechOp Solutions International lists this role as a Full-time position.
What experience level is required for this role at TechOp Solutions International?
TechOp Solutions International is looking for a candidate with "Director" experience level.
Does TechOp Solutions International allow remote work for this role?
Yes, this position at TechOp Solutions International supports remote work, giving candidates the flexibility to work outside the primary office location.
What education level is required for this job?
The education requirement for this position is HR (PHR, SPHR, SHRM). Candidates with relevant qualifications or equivalent experience may also be considered.
What benefits are offered by TechOp Solutions International for this role?
TechOp Solutions International offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at TechOp Solutions International?
You can apply for this role at TechOp Solutions International either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.