Contact Center Training and Quality Supervisor

We are seeking a dynamic and experienced Training and Quality Manager to oversee the development, delivery, and continuous improvement of training and quality assurance programs for our contact center. This role is critical in ensuring our team delivers exceptional customer experiences, meets performance standards, and adheres to company policies and procedures.

The ideal candidate will have a strong background in training design, facilitation, and quality assurance, with a passion for coaching and developing teams to achieve operational excellence.

Key Responsibilities:

Training and Development:

• Design, develop, and implement comprehensive training programs for new hires, ongoing employee development, and leadership readiness.
• Collaborate with operations and leadership teams to identify training needs and ensure alignment with business objectives.
• Conduct engaging training sessions, using a mix of instructional methods including classroom, virtual, and on-the-job training.
• Develop training materials, manuals, e-learning modules, and other resources to support learning objectives.
• Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, making necessary adjustments.

Quality Assurance:

• Establish and maintain quality assurance processes to evaluate agent performance, ensuring adherence to company standards and compliance requirements.
• Conduct regular call monitoring, case reviews, and customer interactions audits to assess service quality.
• Provide actionable feedback to agents and supervisors to drive performance improvement.
• Analyze quality data and trends, presenting insights and recommendations to leadership.
• Develop and maintain a quality scorecard to track and report team performance.

Coaching and Support:

• Partner with team leads and supervisors to address performance gaps through targeted coaching and training.
• Facilitate regular calibration sessions to ensure consistency in quality assessments.
• Create a culture of continuous learning and improvement by encouraging feedback, innovation, and professional development.

Process Improvement:

• Identify opportunities to enhance training and quality processes to meet evolving business needs.
• Stay current on industry trends, tools, and best practices to bring innovative solutions to the team.
• Partner with cross-functional teams to ensure alignment between training, quality, and overall operational goals.

Requirements

• Bachelor’s degree in business, education, communications, or related field (or equivalent experience).
• Minimum of 3-5 years of experience in training, quality assurance, or contact center operations.
• Proven experience designing and delivering effective training programs.
• Strong knowledge of contact center metrics, processes, and technologies.
• Excellent facilitation, coaching, and presentation skills.
• Strong analytical and problem-solving abilities with a focus on continuous improvement.
• Proficiency in Microsoft Office Suite and learning management systems (LMS); familiarity with quality monitoring tools is a plus.
• Exceptional communication and interpersonal skills, with the ability to motivate and inspire teams.
• Detail-oriented, with excellent organizational and project management skills.

Benefits

• Medical
• Dental
• Vision
• PTO
• 401k with match