Call Center Manager – Training & Quality

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TechOp Solutions International

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

🏛️ Government

🏢 Enterprise

Security • Government • Enterprise

TechOp Solutions International is a company that provides a dynamic and unique blend of operational and technical expertise. They specialize in offering comprehensive solutions by being more operational than technologists and more technical than operators, which allows them to deliver distinctive services. With decades of experience, TechOp Solutions has worked with federal, state, local, and private organizations, including the Department of Homeland Security, the United States Marine Corps, and the Department of Defense, helping them prepare for and respond to security threats. They offer a team-oriented work environment with competitive salaries and benefits, promoting both professional and personal growth for their associates.

📋 Description

• Lead the daily operations of the Training and Quality Assurance team. • Develop, implement, and maintain training programs for new hires and existing staff. • Design and update training materials, job aids, and instructional resources. • Conduct instructor-led, virtual, and self-paced training programs. • Establish quality standards and performance evaluation methodologies. • Monitor customer interactions across multiple communication channels to ensure compliance and service quality. • Conduct calibration sessions with operational leadership and quality teams. • Analyze quality trends and identify opportunities for coaching and performance improvement. • Prepare quality assurance reports, dashboards, and performance analyses. • Develop corrective action plans and continuous improvement initiatives. • Coordinate with operational leadership to identify training needs and performance gaps. • Perform additional duties as assigned

🎯 Requirements

• Bachelor's degree from an accredited institution (Preferred) • Professional certification : Must possess a current professional certification in Human Resources or Learning and Development, such as an HRCI Professional in Human Resources (PHR), SHRM Certified Professional (SHRM-CP), or ATD Certified Professional in Talent Development (CPTD) • Minimum five (5) years of experience in training, quality assurance, learning and development, or contact center operations. • Experience developing instructional materials, quality monitoring programs, and performance improvement initiatives. • Strong analytical, problem-solving, and communication skills. • Must meet security eligibility requirements.

🏖️ Benefits

• TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.