Quality and Training Manager Contact Center

Location: Washington DC metro area

Quality and Training Manager Contact Center

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Quality & Training ManagerContact Center supports a government‑contracted call center by overseeing quality assurance activities and managing all training programs for staff. This role ensures customer service representatives (CSRs), team leads, and supervisors deliver accurate, consistent, and policy‑compliant service. The manager also designs and delivers training programs, evaluates performance trends, and provides reporting and recommendations to leadership and government program officials.

Key Responsibilities:

Quality Assurance

• Oversee daily quality monitoring of calls and other work types to ensure accuracy, customer service excellence, and adherence to policies and procedures.
• Analyze operational performance against company and government expectations to identify strengths and improvement areas.
• Maintain systems for capturing, analyzing, and reporting quality metrics.
• Serve as the primary point of contact for government program officials regarding quality performance.
• Coordinate with cross‑functional teams to ensure consistent quality standards and reporting practices.
• Recommend process improvements to enhance customer experience and service consistency.

Training & Development

• Design, develop, and deliver training programs for all staff levels, including new‑hire and ongoing training.
• Conduct needs assessments to identify training gaps and future development requirements.
• Create training manuals, support materials, and tools.
• Manage training logistics such as scheduling classes, maintaining supplies, and updating training records and materials libraries.
• Conduct surveys and follow‑up evaluations to measure training effectiveness and identify additional needs.
• Prepare formal reports and documentation related to training activities.

Qualifications:

• Experience in call center quality assurance and training management.
• Strong understanding of customer service standards, performance metrics, and compliance requirements.
• Ability to design and deliver effective training programs.
• Strong analytical skills with the ability to interpret performance data and recommend improvements.
• Excellent communication and documentation skills.
• Experience supporting government contracts is preferred.
• Bachelor's degree in Education, Communications, Business Administration, Organizational Development, or a related field.