QA & Training Supervisor — Data-Driven Call Center Leader

Maximus; San Diego (CA); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401K Retirement Savings plan

Health insurance coverage

Bonuses based on performance

Paid time off

Disability insurance

Job summary

Maximus in San Diego, CA, seeks an experienced Quality Assurance and Training Supervisor to drive QA monitoring and training initiatives in a fast-paced call center. The role focuses on targeting QA performance, leading the QA team, and delivering high-quality service through data-driven improvements.

Position is on-site in San Diego. A Bachelor’s degree with 3+ years in QA/training is required, with preferred experience in startups or diverse communities.

Qualifications

• Bachelor's degree required with 3+ years of related experience.
• Experience leading QA and training initiatives in a call center environment.

Responsibilities

• Establish and communicate monthly QA monitoring targets.
• Manage QA team performance to meet targets.
• Provide daily and monthly reports to leadership.
• Perform trend analysis to improve call center performance.
• Develop and implement new QA/training features and programs.
• Ensure new-hire and refresher training are delivered effectively.
• Coach agents throughout training and ensure smooth transition post-training.

Skills

QA monitoring

Training supervision

Data analysis

Reporting

Process improvement

Education

Bachelor's degree in relevant field

Job description

Maximus in San Diego, CA, seeks an experienced Quality Assurance and Training Supervisor to drive QA monitoring and training initiatives in a fast-paced call center. The role focuses on targeting QA performance, leading the QA team, and delivering high-quality service through data-driven improvements.

Position is on-site in San Diego. A Bachelor’s degree with 3+ years in QA/training is required, with preferred experience in startups or diverse communities.