Quality & Training Manager (Gov-Contracted Call Center)

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

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.