Service Quality and Training Manager

Systems Integration, Inc.; Washington (District of Columbia); On-site; USD 75,000 - 95,000; Full time

Job summary

A provider of customer experience solutions is seeking a Quality & Training Manager in the Washington DC metro area. This role will oversee quality assurance activities and manage training programs at a government‑contracted call center. Responsibilities include monitoring quality metrics, analyzing performance trends, designing training materials, and ensuring compliance with service standards. The ideal candidate has experience in quality assurance, strong analytical abilities, and a relevant Bachelor’s degree.

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.
• Analyze operational performance against company and government expectations.
• Design, develop, and deliver training programs for all staff levels.

Skills

Call center quality assurance

Training program design and delivery

Customer service standards

Analytical skills

Communication skills

Education

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

Job description

Overview

Location: Washington DC metro area

Role: Quality and Training Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Quality & Training Manager who supports a government‑contracted call center by overseeing quality assurance activities and managing all training programs for staff. This role ensures customer service representatives (CSRs), team leads, and supervisors deliver accurate, consistent, and policy‑compliant service. The manager also designs and delivers training programs, evaluates performance trends, and provides reporting and recommendations to leadership and government program officials.

Responsibilities

Quality Assurance

• Oversee daily quality monitoring of calls and other work types to ensure accuracy, customer service excellence, and adherence to policies and procedures.
• Analyze operational performance against company and government expectations to identify strengths and improvement areas.
• Maintain systems for capturing, analyzing, and reporting quality metrics.
• Serve as the primary point of contact for government program officials regarding quality performance.
• Coordinate with cross‑functional teams to ensure consistent quality standards and reporting practices.
• Recommend process improvements to enhance customer experience and service consistency.

Training & Development

• Design, develop, and deliver training programs for all staff levels, including new‑hire and ongoing training.
• Conduct needs assessments to identify training gaps and future development requirements.
• Create training manuals, support materials, and tools.
• Manage training logistics such as scheduling classes, maintaining supplies, and updating training records and materials libraries.
• Conduct surveys and follow‑up evaluations to measure training effectiveness and identify additional needs.
• Prepare formal reports and documentation related to training activities.

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.
• Strong analytical skills with the ability to interpret performance data and recommend improvements.
• Excellent communication and documentation skills.
• Experience supporting government contracts is preferred.
• Bachelor\'s degree in Education, Communications, Business Administration, Organizational Development, or a related field.

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.