Quality & Training Manager

Req

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.

• 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.

• 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.

• 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

• 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.

• Starting pay range $75,168 - $145,000. Actual compensation depends on location, experience, skills, and qualifications.
• Possible incentive compensation based on individual and/or company performance (not eligible if offered in temporary).
• Eligible for company benefits including medical, dental, and vision insurance, 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 401(k) program with company match, and additional voluntary or legally-required benefits.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For Pay Transparency information, please . For our EEO Policy Statement, please .