CX Training & Quality Assurance Lead

Summit Utilities, Inc.; Fort Smith (AR); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Summit Utilities, Inc. seeks a Manager of Customer Experience, Training & Quality Assurance to lead the governance and continuous improvement of CX training and QA programs.

Hybrid role based in Little Rock, Fort Smith, or Fayetteville, AR, partnering with CX leadership and enterprise stakeholders. The role oversees new-hire and ongoing training, QA scorecards, and calibration, ensuring regulatory alignment and a consistent customer experience across operations.

Qualifications

• Bachelor’s degree in Learning and Development, Instructional Design, Organizational Development, Business, HR, Education, Communications, Quality Management, or related field.
• Minimum of 7 years of progressively responsible experience in Training, Learning & Development, Quality Assurance, Customer Experience, Customer Operations, or Contact Center Operations.
• Minimum of 2 years leadership experience managing employees, teams, or cross-functional/enterprise programs.
• Demonstrated experience with instructional design, adult-learning principles, curriculum development, facilitation, and blended-learning delivery.
• Demonstrated experience with Quality Assurance programs - quality monitoring, scorecards, calibration, sampling, reporting, and trend analysis.

Responsibilities

• Lead the strategy, governance, and continuous improvement of Customer Experience Training and Quality Assurance programs, aligned with operational priorities, workforce needs, and regulatory requirements.
• Manage, coach, and develop the Training and Quality Assurance team - setting priorities, performance expectations, workload allocation, development plans, and accountability for deliverables.
• Direct training strategy and delivery across Customer Service, Sales Support, Billing, and Credit & Collections, including new-hire onboarding, cross-functional training, refresher and regulatory training, and system/process training.
• Own and continuously improve the new-hire training and readiness program - curriculum, assessments, remediation, nesting support, graduation criteria, and production-readiness standards.
• Establish governance for training content: instructional design, facilitation standards, approvals, version control, curriculum maintenance, and learning-platform administration.
• Establish and oversee Quality Assurance standards - scorecards, monitoring guidelines, sampling methodology, calibration, reporting, and dispute resolution - across applicable customer-facing and back-office functions.
• Partner with CX leaders, IT, Regulatory, Safety, Communications, Workforce Management, and subject-matter experts to identify capability, quality, compliance, and performance gaps, and determine the right training, coaching, process, or system response.
• Analyze QA findings, operational data, customer feedback, and learner/employee performance results to identify trends, root causes, and improvement opportunities that guide training and quality priorities.
• Manage team resources, schedules, technology, documentation, audit readiness, and performance measurement, fostering a culture of continuous learning, accountability, and customer-focused performance.

Skills

Leadership

Analytics

Stakeholder influence

Curriculum design

AI-enabled tech

Education

Bachelor's degree in Learning and Development, Instructional Design, Organizational Development, Business, HR, Education, Communications, Quality Management, or related field

Job description

Summit Utilities, Inc. seeks a Manager of Customer Experience, Training & Quality Assurance to lead the governance and continuous improvement of CX training and QA programs.

Hybrid role based in Little Rock, Fort Smith, or Fayetteville, AR, partnering with CX leadership and enterprise stakeholders. The role oversees new-hire and ongoing training, QA scorecards, and calibration, ensuring regulatory alignment and a consistent customer experience across operations.