Shared Services Lead: Quality, Training & Escalations

Jobtailor; Arizona; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced Senior Manager to lead Quality, Training, Licensing, and Escalations within a high-volume contact center in the United States. You will drive cross-functional programs, coach leaders, and align processes with regulatory requirements to enhance customer and employee experiences.

You will partner with Compliance, Legal, and Operations to ensure licensing readiness, data-driven improvements, and scalable training.

Qualifications

• 8+ years of experience in contact center operations, shared services, customer experience, quality, training, licensing, escalations, or compliance operations.
• 5+ years of people leadership experience with coaching, performance management, and development responsibilities.
• Must have and maintain Property & Casualty License or obtain within 45 days of hire.
• Demonstrated experience leading quality assurance, training, licensing, escalations, or compliance programs in high-volume contact centers.
• Strong understanding of contact center metrics: quality, CSAT, FCR, escalations, and regulatory outcomes.
• Experience with contact center technology, learning platforms, quality tools, licensing tracking, and reporting dashboards.

Responsibilities

• Manage daily operations and priorities of Quality, Training, Licensing, and Escalations teams to support contact center goals and customer experience standards.
• Coach, develop, and support shared services employees and supervisors; set goals and accountability.
• Maintain operating rhythms, performance reporting, team meetings, and cross-functional coordination.
• Implement scalable processes, standards, and programs per business priorities and leadership direction.
• Monitor licensing readiness, escalation volumes, and technology needs; advise leadership.
• Lead the contact center quality program: evaluation standards, calibration, scorecards, reporting, corrective actions.
• Collaborate with Operations to identify gaps and drive targeted improvements.
• Analyze customer feedback and quality data to recommend experience improvements.
• Oversee onboarding, training, and leadership development programs; ensure up-to-date content and resources.
• Measure training effectiveness via outcomes, quality results, and operational metrics.
• Oversee licensing processes and compliance documentation; collaborate with Compliance and Legal.

Skills

Quality Assurance

Training & Development

Escalation Management

Coaching & Mentoring

Data Analysis

Cross-functional Collaboration

Communication Skills

Education

Bachelor’s degree in business, operations, analytics, or a related field

High school diploma or GED

Tools

Quality Tools

Learning Platforms

Reporting Dashboards

Licensing Tracking

Knowledge Management Resources

Job description

Jobtailor is seeking an experienced Senior Manager to lead Quality, Training, Licensing, and Escalations within a high-volume contact center in the United States. You will drive cross-functional programs, coach leaders, and align processes with regulatory requirements to enhance customer and employee experiences.

You will partner with Compliance, Legal, and Operations to ensure licensing readiness, data-driven improvements, and scalable training.