Req ID: 378881

We are currently seeking a Quality & Training Manager to join our team 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 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.

Job Duties:

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.

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 contracts 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.

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $75,168 - $145,000. This range reflects the minimum and maximum target compensation for the position across all 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 vision 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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide 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 NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.