Manager, Training & QA

🔥 0 minutes ago

🏈 Ohio, Pennsylvania – Remote

🏈 Ohio – Remote 🔔 Pennsylvania – Remote

💵 $113.5k - $170.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📚 Learning and Development

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NiSource

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

⚡ Energy

💰 Post-IPO Debt on 2023-06

Energy • Utilities

NiSource is a leading utility company providing natural gas and electric services to nearly four million customers across six states through its brands, including Columbia Gas and NIPSCO. The company focuses on sustainability and the transition to renewable energy sources while maintaining a reliable energy supply. NiSource is committed to community engagement, safety, and innovation, partnering with producers of renewable natural gas to provide cleaner energy solutions. With approximately 7,400 employees, NiSource places a strong emphasis on diversity, equity, and inclusion within its workforce and communities.

📋 Description

• Lead the strategy, execution, continuous improvement, performance measurement, and resource planning of Customer Care Center training, learning development, knowledge management, and quality assurance programs • Lead and develop training and quality assurance personnel, including coaching, accountability, succession planning, and performance management • Guide employee performance, behavior, attendance, professionalism, quality trends, and fact-finding activities • Ensure compliance with internal policies, external standards, regulatory requirements, privacy expectations, documentation standards, and bargaining unit requirements • Lead training needs analysis, curriculum design, facilitation planning, delivery method selection, learning evaluation, knowledge transfer, job aid development, and maintenance of training programs • Establish quality assurance standards, behavior-based scorecards, monitoring guidelines, sampling strategies, calibration routines, dispute resolution processes, and quality reporting • Oversee quality assessments for calls, digital contacts, back-office work, case processing, and other customer interactions • Partner with Operations and cross-functional leaders to convert training outcomes, quality results, customer feedback, escalation trends, and performance data into coaching priorities and process improvements • Use call data, quality results, speech and interaction analytics, customer feedback, knowledge trends, and operational metrics to identify root causes, performance gaps, and improvement opportunities • Govern continuous improvement, coaching, knowledge transfer, compliance readiness, corrective and preventive action, business continuity, and improvement validation processes • Serve as subject matter expert and primary contact for training, quality, knowledge management, learning management, workforce optimization, speech analytics, technology partners, vendor solutions, application upgrades, and remote onboarding readiness • Support emergency response efforts, including work outside normal hours or tasks outside typical responsibilities when needed

🎯 Requirements

• Bachelor's Degree in Business, Education, Organizational Development, Communications, or related field, or comparable industry-related work experience • 4–6 years of leadership experience in Customer Service, Contact Center Operations, Training, Quality Assurance, or a related customer experience environment required • Experience leading training, quality, coaching, performance management, and development programs for customer service employees and management personnel • Experience designing or managing adult learning programs, new hire onboarding, refresher training, knowledge transfer, and learning effectiveness measurement • Experience managing quality monitoring programs, behavior-based scorecards, calibration sessions, quality reporting, agent feedback processes, and performance improvement plans • Occasional to moderate travel required • Excellent computer skills, including Excel, PowerPoint, Word, learning management systems, quality monitoring tools, reporting platforms, and other contact center technology • Knowledge of contact center operations and technology, including call drivers, digital contact channels, performance metrics, progressive targets, statistical analysis, workforce optimization tools, knowledge management, and center-specific systems/applications • Working knowledge of Field Operations, Billing, Revenue Recovery, regulatory, and customer account processes affecting customer care interactions • Knowledge of local, regional, and industry regulatory rules and requirements affecting customer service, documentation, privacy, compliance, and quality assurance • Ability to develop and manage relationships at all levels, including Operations, Human Resources, Labor Relations, Compliance, Technology, and external partners • Excellent interpersonal, communication, facilitation, and business writing skills • Ability to influence change, build consensus, and lead continuous improvement across a large or matrixed organization • Ability to drive customer experience, service quality, compliance, first contact resolution, and operational performance within a customer care facility • Track record of organizational agility, managerial courage, sound judgment, and effective decision-making • Ability to focus on employee engagement, coaching effectiveness, development, and accountability while maintaining operational performance • Ability to prioritize multiple activities and complex projects and meet critical deadlines • Superior problem resolution, root cause analysis, and analytical skills • Detail orientation, organization, and ability to maintain accurate training, quality, compliance, and performance documentation • Proficiency leading and communicating across remote, hybrid, and onsite work environments • Ability to lead and motivate a dispersed workforce of onsite and remote employees • Preferred: experience with speech analytics, interaction analytics, quality management, workforce optimization, learning management, or knowledge management tools • Preferred: Six Sigma, Lean, process improvement, root cause analysis, or continuous improvement certification or experience • Preferred: certification or formal training in instructional design, training facilitation, adult learning, coaching, customer experience, quality assurance, or contact center management • Preferred: experience supporting omnichannel customer interactions • Preferred: experience leading quality calibration, nesting, train-the-trainer, or large-scale training deployments in remote or hybrid contact centers • Must be legally authorized to work in the United States and must not require employer sponsorship now or in the future • Physical requirements include constant sitting, talking, and hearing; frequent repetitive motions and eye/hand/foot coordination; and occasional standing, walking, handling, and grasping

🏖️ Benefits

• Salary range of $113,500.00–$170,300.00 per year • Professional growth and development opportunities • Inclusive workplace • Support for veterans, transitioning service members, and military spouses • Reasonable accommodation support during hiring and employment • Emergency response support may provide varied work opportunities