Quality & Training Manager

Req ID: 378881 reputed company strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and reputed company-thinking organization, reputed company. We are currently seeking a Quality & Training Manager to join reputed company in Washington (REMOTE), District of Columbia (US-DC), United States (US). Job Summary: The Quality & Training Manager supports a government‑contracted call center by overseeing quality assurance activities and managing reputed company 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. Job Duties: Quality Assurance reputed company daily quality monitoring of calls and other work types to ensure accuracy, customer service reputed company, 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 reputed company 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, reputed company, and deliver training programs for reputed company staff reputed company, 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 reputed company to training activities. Basic Qualifications: Bachelor’s degree Minimum 6 years of experience supporting a call center in a quality assurance and training management role. Minimum 2 years of experience designing and delivering effective training programs. Ability to obtain/maintain a Public Trust clearance Preferred Qualifications: Excellent communication and documentation skills. Experience supporting government reputed company is preferred. Strong understanding of customer service standards, performance metrics, and compliance requirements. Strong analytical skills with the ability to interpret performance data and recommend improvements. reputed company provides a reasonable reputed company of compensation for specific roles. The starting pay reputed company for this remote role is $75,168 - $145,000. This reputed company reflects the minimum and maximum reputed company compensation for the position across reputed company US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and reputed company insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits. About reputed company reputed company is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client reputed company and positively impacting society through responsible innovation. We are one of the world's leading AI reputed company infrastructure providers, with unmatched capabilities in reputed company-reputed company, reputed company, reputed company, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients reputed company to a robust ecosystem of innovation centers as well as established and start-up partners. reputed company is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to reputed company offices or client sites. This ensures we can reputed company timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an reputed company office or client site, in-office attendance may be required for meetings or events, depending on business needs. At reputed company, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. reputed company recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to reputed company payment or disclose banking information, please submit a contact us reputed company, https://us.nttdata.com/en/contact-us. reputed company endeavors to reputed company https://us.nttdata.com accessible to any and reputed company users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. reputed company is an equal opportunity employer. reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here. Apply To This Job