Quality and Training Manager

Systems Integration; Washington (District of Columbia); On-site; USD 75,000 - 110,000; Full time

Job summary

A leading IT solutions provider located in Washington, DC is seeking a Quality and Training Manager. This role involves overseeing quality assurance activities in a government‑contracted call center as well as designing and delivering training programs. The ideal candidate should have a strong background in call center management and excellent analytical and communication skills. The position requires a Bachelor’s degree and is subject to 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.
• Strong analytical skills to interpret performance data.
• 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 with no felonies and a federal credit check.

Responsibilities

• Oversee daily quality monitoring of calls and other work types.
• Design, develop, and deliver training programs for all staff levels.
• Analyze operational performance against company and government expectations.
• Serve as primary contact for government program officials on quality performance.
• Coordinate with cross-functional teams to ensure quality standards and reporting.
• Recommend process improvements to enhance customer experience.

Skills

Call center quality assurance

Training management

Customer service standards

Analytical skills

Excellent communication

Education

Bachelor's degree in 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.