Manager Training & QA

nisource; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Nisource in the United States seeks a Manager Training & QA to lead strategy, execution, and continuous improvement of training, learning development, and quality assurance for our Customer Care Center. You will build a high-performing team, align curricula and scorecards with regulatory and customer requirements, and use analytics to drive improvements in first contact resolution and customer satisfaction. The role emphasizes coaching, calibration, and ongoing development.

Qualifications

• Bachelor's degree or comparable industry experience.
• 4–6 years of leadership in customer service/ contact center operations.
• Experience leading training, quality, coaching, and development programs for customer service staff.
• Experience designing/adapting adult learning, onboarding, refresher, and knowledge transfer programs.
• Experience managing quality monitoring programs, calibration, and performance measurement.

Responsibilities

• Oversees development, maintenance, and measurement of all Training and Quality Assurance programs.
• Leads strategy and resource planning for training, learning development, and quality assurance.
• Coaches and develops training and QA staff, evaluates performance and coaching effectiveness.
• Establishes development plans, goals, and accountability to support growth and department performance.
• Ensures compliance with policies, quality standards, and regulatory requirements.
• Translates training outcomes and quality results into coaching priorities and process improvements.

Skills

Leadership

Training

Quality Assurance

Coaching

Performance Management

Education

Bachelor's Degree

Job description

Position Summary

The Manager Training & QA role is accountable for leading the strategy, execution, and continuous improvement of training, learning development, and quality assurance programs that support Customer Care Center operations. This position develops and leads a high-performing team of training and quality professionals responsible for new hire onboarding, ongoing skill development, performance support, quality monitoring, calibration, coaching effectiveness, compliance readiness, and customer experience improvement. The role ensures training curricula, quality standards, scorecards, learning evaluations, and feedback processes are aligned with business objectives, regulatory requirements, customer experience expectations, and contact center performance goals. This leader uses operational data, quality results, customer feedback, speech and interaction analytics, and industry best practices to identify performance gaps, recommend solutions, and drive measurable improvements in agent capability, service consistency, first contact resolution, customer satisfaction, and operational effectiveness.

Key Responsibilities

• Oversees the development, maintenance, implementation, performance measurement, and resource planning of all Customer Care Center Training and Quality Assurance programs.
• Leads the strategy, execution, performance measurement, and resource planning for Customer Care Center training, learning development, knowledge management, and quality assurance programs.
• Supervises, coaches, develops, and holds accountable training and quality assurance personnel, including assessment of role effectiveness, leadership capability, coaching quality, calibration consistency, and achievement of individual and team performance objectives.
• Builds and maintains development plans, performance goals, succession plans, feedback routines, and accountability practices that support employee growth, leadership continuity, and department performance.
• Provides guidance on employee performance, behavior, attendance, professionalism, quality trends, and fact-finding activities identified through training, coaching, and quality monitoring processes.
• Ensures compliance with internal policies, external quality standards, regulatory requirements, customer privacy expectations, documentation standards, applicable bargaining unit requirements, and compliance readiness expectations.
• Leads training needs analysis, curriculum design, facilitation planning, delivery method selection, learning evaluation, knowledge transfer, job aid development, and ongoing maintenance of new hire, cross‑training, refresher, upskilling, nesting, and train‑the‑trainer programs.
• Establishes and maintains quality assurance standards, behavior‑based scorecards, monitoring guidelines, sampling strategies, calibration routines, dispute resolution processes, and quality reporting practices across applicable work streams and customer contact channels.
• Oversees quality assessments for calls, digital contacts, back‑office work, case processing, and other customer interactions to ensure consistency, accuracy, empathy, compliance, and effective issue resolution.
• Partners with Operations and cross‑functional leaders to translate training outcomes, quality results, customer feedback, escalation trends, and performance data to coaching priorities, process improvements, and measurable business outcomes.
• Uses call data, quality results, speech and interaction analytics, customer feedback, knowledge trends, and operational metrics to identify trends, root causes, performance gaps, and improvement opportunities that strengthen customer satisfaction, first contact resolution, accuracy, compliance, and agent performance.
• Defines, deploys, and governs continuous improvement processes for training, quality monitoring, coaching, knowledge transfer, compliance readiness, corrective and preventive action, business continuity, and validation of improvement effectiveness.
• Serves as a primary point of contact and subject matter expert for training, quality, knowledge management, learning management, workforce optimization, speech analytics, technology partners, vendor solutions, application upgrades, remote onboarding readiness, and other duties as assigned.

Required Qualifications

• Bachelor's Degree in Business, Education, Organizational Development, Communications, or related field, or comparable industry-related work experience.
• 4-6 years of leadership experience in Customer Service, Contact Center Operations, Training, Quality Assurance, or a related customer experience environment required.
• Experience leading training, quality, coaching, performance management, and development programs for customer service employees and management personnel.
• Experience designing or managing adult learning programs, new hire onboarding, refresher training, knowledge transfer, and learning effectiveness measurement.
• Experience managing quality monitoring programs, behavior-based score