Manager Training & QA

Position Summary The Manager Training & QA role is accountable for leading the strategy, execution, and continuous improvement of training, learning development, and quality assurance programs that support Customer Care Center operations. This position develops and leads a high-performing team of training and quality professionals responsible for new hire onboarding, ongoing skill development, performance support, quality monitoring, calibration, coaching effectiveness, compliance readiness, and customer experience improvement. The role ensures training curricula, quality standards, scorecards, learning evaluations, and feedback processes are aligned with business objectives, regulatory requirements, customer experience expectations, and contact center performance goals. This leader uses operational data, quality results, customer feedback, speech and interaction analytics, and industry best practices to identify performance gaps, recommend solutions, and drive measurable improvements in agent capability, service consistency, first contact resolution, customer satisfaction, and operational effectiveness. Key Responsibilities Oversees the development, maintenance, implementation, performance measurement, and resource planning of all Customer Care Center Training and Quality Assurance programs. Leads the strategy, execution, performance measurement, and resource planning for Customer Care Center training, learning development, knowledge management, and quality assurance programs. Supervises, coaches, develops, and holds accountable training and quality assurance personnel, including assessment of role effectiveness, leadership capability, coaching quality, calibration consistency, and achievement of individual and team performance objectives. Builds and maintains development plans, performance goals, succession plans, feedback routines, and accountability practices that support employee growth, leadership continuity, and department performance. Provides guidance on em