Contact Center Training Manager

Job Summary

To enhance training and quality assurance efforts, the remote full-time Contact Center Training & Quality Assurance Manager will build and maintain training content, manage onboarding programs, and implement quality assurance initiatives for contact center agents.

Key responsibilities:

• Lead and manage the training function across multiple shifts to support training initiatives
• Develop and deliver onboarding and skills development training curriculum to optimize agent performance
• Design and implement a quality assurance program, ensuring continuous improvement and compliance

Required qualifications:

• Undergraduate degree and 5+ years of experience in call center training or quality assurance, or equivalent experience totaling at least 10 years in contact center roles
• Proven experience training and coaching contact center staff on best practices
• Experience in liaising between call center operations and clients to achieve goals
• Strong ability to create and update training materials and documentation
• Familiarity with virtual training tools and learning management systems (LMS)