Certified Call Center Manager

Job Summary

Leading the training and quality assurance functions for a high-volume remote call center, the full-time Certified Call Center Manager will develop training programs, monitor quality standards, and implement continuous improvement initiatives.

Key responsibilities

• Oversee daily operations of the Training and Quality Assurance team
• Develop and implement training programs for new hires and existing staff
• Analyze quality trends and prepare performance analyses to identify coaching opportunities

Required qualifications

• Bachelor's degree from an accredited institution (preferred)
• Current professional certification in Human Resources or Learning and Development
• Minimum five years of experience in training, quality assurance, or contact center operations
• Experience in developing instructional materials and quality monitoring programs
• Strong analytical and problem-solving skills