Description

Job Description

Training and Quality Assurance Manager, Global Security Operations Center

Dedicated Enterprise Account • Santa Monica, California

Location

On-site - Santa Monica, California

Employment type

Full-time, exempt. Dedicated to one client account.

Salary range

$90,000 - $115,000 annually

Entity

M1 Global - part of the Specialized family of brands

The Role

You own onboarding, certification currency and the quality assurance program across two operations centers - an intelligence function and a physical security console function - and you supervise neither of them.

That independence is the entire point of the role. A supervisor cannot produce an independent score of their own team's work. You sample, you score against a published rubric, you return the score to the individual and their supervisor inside five business days, and you run the quarterly blind calibration that keeps the rubric honest. The client is invited to that calibration and the results are reported whether or not they are flattering.

You are also the reason a new hire is ready before they touch a live console, and the reason no one on the program is working on an expired credential.

Key Responsibilities

Onboarding and Certification
• Own the onboarding pathway for both service areas, from offer acceptance to first unsupervised shift, including client environment orientation and platform training.
• Track every required credential against its clock and escalate before expiry, not after. No one works on a lapsed certification.
• Schedule, fund and administer certification and recertification, and maintain the evidence record that proves it.

Quality Assurance Sampling
• Sample and score a defined minimum of intelligence products per analyst per month and incident records per operator per month against published rubrics.
• Score every product and record associated with a priority-one event rather than sampling it.
• Sample and score the handoff between the two service areas alongside product and record sampling, so handoff quality is measured rather than assumed.
• Return scores to the individual and their supervisor inside five business days, and trend them so improvement or drift is visible rather than asserted.

Calibration and Rubric Integrity
• Run quarterly blind calibration sessions in which the functional managers and you score the same material independently and reconcile the differences.
• Maintain and version the rubrics so scoring means the same thing this quarter as last.
• Report calibration outcomes to the client unedited.

Coaching and Corrective Action
• Convert scores into coaching. Every finding carries a specific, documented action, not a grade.
• Own corrective action plans for individual performance, with owners, dates and closure evidence.
• Identify whether a recurring defect is an individual, curriculum, procedure or staffing problem, and route it to whoever can actually fix it.

Curriculum and Continuous Learning
• Build and maintain the curriculum for both service areas - analytical tradecraft and writing on one side, console operation, dispatch discipline and documentation on the other.
• Refresh curriculum against real defects found in sampling, so training answers what is actually going wrong.
• Deliver refresher and cross-training on a published calendar.

Exercises and Reporting
• Plan and run drills, tabletop exercises and after-action reviews, and track the actions they generate to closure.
• Report training completion, certification currency and quality assurance results monthly to program leadership and the client.
• Own the audit trail. Every sampling record, coaching record and corrective action plan is retrievable on request.

Required Qualifications
• Experience: Six or more years in security operations, public safety or intelligence, including three years building or running a training program, a quality assurance program, or both.
• Rubric build: You have designed a scored quality rubric and administered it across a team. Be prepared to walk through it and defend its scoring logic.
• Dual assessment: Ability to assess both written analytical product and operational incident documentation. These are different disciplines and this role covers both.
• Adult learning: Demonstrated curriculum design and delivery for adult learners in an operational environment, including competency validation before independent work.
• Certification management: Experience tracking and enforcing credential currency across a team with hard expiry dates.
• Candor: Willingness to deliver an unflattering finding to a supervisor, a program executive or a client, and to hold it under pressure.
• Education: Bachelor's degree in a related field - or equivalent practical experience.
• Eligibility: Authorized to work in the United States. Able to pass background, drug and client-required security screening.

Preferred Qualifications
• Certifications: Instructional design or training delivery credential such as ATD CPTD.
• Public safety: APCO or NENA training and quality assurance program experience.
• Environment: Prior training or quality assurance leadership inside a corporate global security operations center.
• Tradecraft: Familiarity with structured analytic techniques and analytical writing standards.
• Platforms: Experience with learning management systems and quality management tooling.

Key Competencies

Quality Assurance

Rubric Design

Curriculum Development

Coaching

Calibration

Certification Management

Documentation Rigor

Independence

Candor

Work Environment
• On-site at client operations centers in Santa Monica, California. This is an embedded role - you work inside the client's operation, in their systems and their workspace, under M1 Global.
• Full-time, aligned to a 24/7/365 operation, with flexibility to observe and support day, swing and overnight shifts. Sampling covers all three shifts.
• This role supports both service areas and supervises neither. That independence is a condition of the role.
• 15% travel as assigned.
• M1 Global is the employer of record. You are assigned to a single client program and work on no other M1 Global account.
• Employment is contingent on successful completion of background screening, drug screening and any client-required security screening.
• Authorization to work in the United States is required. Visa sponsorship is not available for this position.

Certification Requirements After Hire

M1 Global funds and schedules the following credentials. Each is a condition of continued assignment once its clock expires. Candidates who already hold them are preferred; candidates who do not are expected to earn them on the stated schedule.
• Mass notification and visual command platform operator certification within 90 days.
• Familiarization with the protective intelligence case management platform within 90 days, sufficient to assess case documentation quality.
• CPR, First Aid and AED certification before first unsupervised floor coverage, maintained current.

Compensation

$90,000 - $115,000 annually

The posted range is the salary scale M1 Global reasonably expects to pay for this position, published in accordance with California Labor Code section 432.3. Actual placement within the range depends on experience, credentials held at hire and internal equity. Compensation includes M1 Global's standard employee benefits package.