The Quality Assurance & Training Manager is responsible for leading the development, implementation, and continual enhancement of QA frameworks and training programs across the organization. This role oversees performance evaluation, compliance alignment, process improvement initiatives, and team leadership to ensure service excellence and adherence to client and internal standards. The ideal candidate combines analytical expertise, leadership capabilities, and deep knowledge of quality methodologies to drive operational consistency and continuous improvement.
Requirements
- 3+ years of experience in Quality Assurance, Training, Workforce Development, or similar roles within a BPO, contact center, or interpretation services environment.
- Proven experience managing QA or training teams.
- Strong proficiency in QA tools, LMS platforms, call monitoring systems, and reporting dashboards.
- Demonstrated experience with COPC, Lean Six Sigma, or equivalent process improvement methodologies (certifications preferred).
- Strong analytical skills with the ability to interpret data, identify trends, and create actionable insights
Responsibilities
Quality Assurance (QA) Leadership
- Develop, implement, and monitor standardized QA frameworks, including call monitoring, audits, and feedback mechanisms.
- Ensure full compliance with client SLAs and internal quality standards for hiring, training, and day-to-day operations.
Training Development and Delivery
- Design, deliver, and maintain comprehensive training programs for new hires and existing staff.
- Create specialized modules such as product knowledge, soft skills, and compliance training.
- Continuously update training materials to reflect business needs and evolving client requirements.
Performance Analysis & Reporting
- Analyze QA data, training outcomes, and operational metrics to identify trends and opportunities for improvement.
- Prepare detailed reports and present actionable recommendations to senior leadership.
Team Management
- Lead and supervise QA analysts and trainers, providing coaching, performance evaluations, and professional development opportunities.
Compliance & Best Practices
- Ensure QA and training practices comply with industry regulations, including GDPR and HIPAA (when applicable).
- Integrate industry best practices in customer service, medical interpretation, and operational excellence.
Cross-Functional Collaboration
- Align QA and training strategies with organizational goals by collaborating with Operations, HR, and Customer Service teams.
Process Improvement
- Lead initiatives to enhance operational efficiency, QA frameworks, and training methodologies.
- Support the implementation of new tools, technologies, and e-learning platforms.
Coaching & Feedback Framework
- Establish structured feedback processes through calibration sessions, one-on-one coaching, and group workshops.
- Promote a culture of continuous learning and performance improvement.
Advanced Process Evaluation
- Conduct statistical tests and analyze trends, capacity, and variation using methodologies such as COPC and Lean Six Sigma.
- Develop detailed process maps and improvement objectives.
Performance Dashboarding & Reporting
- Identify gaps and trends in key BPO performance metrics (SLA, Quality, CSAT, FCR, Efficiency).
- Provide optimization recommendations to executive leadership.
Job Type: Full-time
Pay: $38,000.00 - $45,000.00 per month
Work Location: Remote
