top of page

Quality & Training Manager

Job Description:

​Conducts trainer observations and monitors trainer and trainee performance.

Ensures training meets quality standards and expectations of client, center, and corporation.

Works with program operations and general management teams to address training needs, methods, curriculum, and effectiveness.

Manages all reporting requirements for client, program and corporation.

Evaluates and delegates work assignments based on training needs and scope of work.

Primary Job Functions include, but are not limited to:

  • Supports sales team and center management team with new programs throughout program development, implementation and maintenance.

  • Consults with operations, talent acquisition, and quality to determine training needs, procedural updates, trainee performance, and attend calibration sessions and monitoring sessions, etc.

  • Manages staffing needs and ensure ratios are maintained to provide effective operational performance.

  • Participates in on-site client review meetings including the development of training programs.

  • Makes recommendations to training agenda or curriculum, as necessary.

  • Attends internal calibration sessions to ensure program compliance and balance.

  • Maintains positive, consistent and effective communication with staff, peers and senior management

  • Supervises subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring.


Job Requirements/Typical Qualifications:


  • A Bachelor’s degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field.

  • Extensive experience (7+ years) in a call center environment, including a minimum of three (3) years supervisory experience;

  • Significant experience (3+ years) in training design, delivery, and assessment experience

  • Some previous telemarketing or telephone service experience.

  • Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.

Employment Type: Full-Time

Job Type: Human Resources, Executive, Management

Manages Others: Yes

Industry: Education - Teaching - Administration, Telecommunications, Other Great Industries

bottom of page