Quality & Training Manager (Gov-Contracted Call Center)

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.

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.

Skills

Call center quality assurance

Training management

Customer service standards

Analytical skills

Excellent communication

Education

Bachelor's degree in related field

Job description

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.