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.

As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

• 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 employee performance, behavior, attendance, professionalism, quality trends, and fact‑finding activities identified through training, coaching, and quality monitoring processes.
• Ensures compliance with internal policies, external quality standards, regulatory requirements, customer privacy expectations, documentation standards, applicable bargaining unit requirements, and compliance readiness expectations.
• Leads training needs analysis, curriculum design, facilitation planning, delivery method selection, learning evaluation, knowledge transfer, job aid development, and ongoing maintenance of new hire, cross‑training, refresher, upskilling, nesting, and train‑the‑trainer programs.
• Establishes and maintains quality assurance standards, behavior‑based scorecards, monitoring guidelines, sampling strategies, calibration routines, dispute resolution processes, and quality reporting practices across applicable work streams and customer contact channels.
• Oversees quality assessments for calls, digital contacts, back‑office work, case processing, and other customer interactions to ensure consistency, accuracy, empathy, compliance, and effective issue resolution.
• Partners with Operations and cross‑functional leaders to translate training outcomes, quality results, customer feedback, escalation trends, and performance data into coaching priorities, process improvements, and measurable business outcomes.
• Uses call data, quality results, speech and interaction analytics, customer feedback, knowledge trends, and operational metrics to identify trends, root causes, performance gaps, and improvement opportunities that strengthen customer satisfaction, first‑contact resolution, accuracy,…