Govt-Contract Contact Center Quality & Training Lead

Systems Integration, Inc. (SII); Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Job summary

A government contracting company in Washington, DC is seeking a Quality and Training Manager to oversee quality assurance and manage training programs for a call center. This role involves monitoring call quality, designing training materials, and reporting on performance trends. Candidates should have experience in call center quality assurance, strong analytical skills, and a Bachelor's degree in a related field. Knowledge of customer service standards and compliance is crucial. Must pass federal background and credit checks.

Qualifications

• Experience in call center quality assurance and training management.
• Strong understanding of customer service standards, performance metrics, and compliance requirements.
• Ability to design and deliver effective training programs.

Responsibilities

• Oversee daily quality monitoring of calls and other work types to ensure accuracy and customer service excellence.
• Design, develop, and deliver training programs for all staff levels, including new-hire training.
• Maintain systems for capturing, analyzing, and reporting quality metrics.

Skills

Call center quality assurance

Training management

Customer service standards

Analytical skills

Excellent communication

Education

Bachelor's degree in Education, Communications, Business Administration, Organizational Development, or a related field

Job description

A government contracting company in Washington, DC is seeking a Quality and Training Manager to oversee quality assurance and manage training programs for a call center. This role involves monitoring call quality, designing training materials, and reporting on performance trends. Candidates should have experience in call center quality assurance, strong analytical skills, and a Bachelor's degree in a related field. Knowledge of customer service standards and compliance is crucial. Must pass federal background and credit checks.