Training and Quality Assurance Manager (Call Center)

TechOp Solutions International, Inc.; Arlington (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

TechOp Solutions International, Inc. is seeking an experienced Remote Manager to lead training and quality assurance functions for a high-volume remote call center. The Manager will oversee the development of training programs and quality monitoring to ensure that employees deliver exceptional customer service while meeting organizational standards.

The ideal candidate will have a Bachelor's degree, a professional certification relevant to HR or Learning and Development, and a minimum of five years’ experience in training or quality assurance. This role offers the chance to make a significant impact in a dynamic environment.

Qualifications

• Minimum five (5) years of experience in training, quality assurance, or contact center operations.
• Experience developing instructional materials and performance improvement initiatives.
• Must meet security eligibility requirements.

Responsibilities

• Lead the daily operations of the Training and Quality Assurance team.
• Develop, implement, and maintain training programs for new hires and existing staff.
• Monitor customer interactions to ensure compliance and service quality.

Skills

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor's degree from an accredited institution

Professional certification in Human Resources or Learning and 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.

• 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.

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.