Contact Center Quality Manager at IQVIA managing quality operations and processes in a client - facing role. Ensuring adherence to standards and driving team performance for superior customer service.
GE
Hybrid Senior Training and Performance Excellence Manager – Contact Center
Posted 2 months ago
About the role
- Senior Training & Performance Excellence Manager at GetInsured, enhancing training for remote contact center teams. Responsible for continuous improvement of training programs in alignment with ACA standards and operational goals.
Responsibilities
- Lead the design, delivery, and continuous improvement of training programs for a high-performing contact center
- Ensure all customer service representatives (CSRs), team leaders, and support staff are equipped with the knowledge, skills, and tools needed to deliver accurate, compliant, and empathetic service
- Oversee the design and continual update of all ACA-related training content
- Manage and mentor a team of training specialists, instructional designers, and facilitators
- Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery
Requirements
- 7+ years of experience in Training, Learning & Development, or Operations within a high-volume contact center environment
- Proven ability to design and implement training strategies that improve QA scores, first call resolution, customer satisfaction, and operational efficiency
- Experience managing remote training teams and delivering engaging, virtual instruction
- Familiarity with AI-powered tools such as Agent Assist, Co-Pilot, and Robotic Process Automation (RPA) within call center settings
- Strong organizational and project management skills, with a demonstrated ability to drive cross-functional initiatives to completion
- Instructional design certification and expertise in adult learning methodologies and e-learning tools
- Data-driven mindset with the ability to interpret performance metrics and translate insights into targeted training interventions
Benefits
- Fully Remote
- Flexible work hours
- Opportunities for growth and development
- Access to modern training and technology tools
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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