Call Center Manager – Training & Quality

TechOp Solutions International

Remote Manager overseeing training and quality assurance functions in a call center. Focused on development and monitoring for quality customer service delivery.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

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Hard Skills & Tools

Instructional Material DevelopmentQuality Monitoring ProgramsPerformance Evaluation MethodologiesTraining Needs AnalysisCorrective Action Plans

Soft Skills

Problem-Solving SkillsCommunication Skills

Certifications

HRCI Professional in Human Resources (PHR)SHRM Certified Professional (SHRM-CP)ATD Certified Professional in Talent Development (CPTD)