About This Role
This role involves leading the development, delivery, and continuous improvement of training and certification programs for Contact Quality Assurance (CQA) operations. The Training Manager will prepare personnel for various customer interactions, ensuring compliance with operational, privacy, and security requirements. It suits a dynamic training professional with extensive contact center experience and a proven track record of onboarding and preparing large numbers of employees for production environments.
Responsibilities
- Develop and maintain role-based training curricula, materials, assessments, and certification requirements
- Manage high-volume new-hire training programs and production-readiness activities
- Train personnel on approved scripts, FAQs, standard operating procedures (SOPs), knowledge resources, systems, privacy policies, and security requirements
- Support voice, chat, multilingual, and omnichannel service delivery training
- Design and implement train-the-trainer, nesting, refresher, and remedial training programs
- Measure training effectiveness through assessments, quality metrics, and operational performance indicators
- Monitor employee readiness and provide recommendations for performance improvement
- Coordinate training schedules and cohorts in partnership with Recruiting, Workforce Management (WFM), and Operations teams
- Maintain training documentation, certification records, and compliance-related reporting
- Drive continuous improvement initiatives to enhance training outcomes and operational performance
Requirements
- Minimum of 7 years of contact center training experience
- Experience developing and delivering comprehensive training curricula and certification programs
- Proven success managing large-scale new-hire training classes in a high-volume environment
- Experience with train-the-trainer programs, nesting, coaching, and remedial training initiatives
- Strong instructional design, facilitation, presentation, and communication skills
- Experience measuring training effectiveness and linking training outcomes to operational performance
- Ability to manage multiple training cohorts and priorities simultaneously
- Strong organizational, analytical, and stakeholder management skills
Nice to have:
- Experience supporting rapid workforce ramp-up efforts
- Federal contact center training experience
- Experience training multilingual and omnichannel customer service teams
- Familiarity with learning management systems (LMS), workforce management tools, and contact center technologies
Benefits
