Hybrid CX Training & Quality Manager

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

Benefits offered by this job

Medical benefits

Flexible benefits

Job summary

Summit Utilities, Inc. is seeking a Manager of Customer Experience, Training and Quality Assurance (SGL33) for a hybrid role based in Arkansas (Little Rock, Fort Smith, or Fayetteville).

You will lead strategic CX training and QA programs, oversee onboarding, curriculum governance, and learning effectiveness, and partner with IT, Regulatory, and operations to close quality gaps and improve customer outcomes.

Qualifications

• Bachelor's degree in Learning and Development or related field or equivalent combination of education and experience.
• Minimum of 7 years in Training, Learning & Development, Quality Assurance, Customer Experience, or related ops.
• Minimum of 2 years leadership experience managing teams or enterprise programs.
• Experience with instructional design, adult-learning principles, curriculum development, facilitation, and blended-learning.
• Experience with Quality Assurance programs: scorecards, monitoring, reporting, trend analysis.

Responsibilities

• Lead strategy, governance, and continuous improvement of Training and Quality Assurance programs for Customer Experience operations.
• Manage and develop Training and QA team, set priorities, performance expectations, and accountability.
• Direct training strategy across Customer Service, Sales Support, Billing, and Credit & Collections; onboarding and regulatory training.
• Own new-hire training and readiness program: curriculum, assessments, graduation criteria, and production-readiness standards.
• Establish governance for training content: design, approvals, version control, and LMS administration.
• Oversee Quality Assurance standards: scorecards, monitoring, calibration, reporting, dispute resolution across customer-facing and back-office functions.
• Partner with CX, IT, Regulatory, Safety, Communications, and Workforce Management to address gaps with training or system changes.
• Analyze QA findings, operational data, and learner performance to identify trends and improvement opportunities.
• Manage team resources, schedules, technology, and audit readiness to foster continuous learning and accountability.

Skills

Leadership

Coaching

Employee development

Analytical skills

Communication

CX operations knowledge

Education

Bachelor's degree in Learning and Development

Equivalent combination of education and experience

Job description

Summit Utilities, Inc. is seeking a Manager of Customer Experience, Training and Quality Assurance (SGL33) for a hybrid role based in Arkansas (Little Rock, Fort Smith, or Fayetteville).

You will lead strategic CX training and QA programs, oversee onboarding, curriculum governance, and learning effectiveness, and partner with IT, Regulatory, and operations to close quality gaps and improve customer outcomes.