Certified Call Center Manager

Leading the training and quality assurance functions for a high-volume remote call center, the full-time Certified Call Center Manager will develop training programs, monitor quality standards, and implement continuous improvement initiatives. Key responsibilities Oversee daily operations of the Training and Quality Assurance team Develop and implement training programs for new hires and existing staff Analyze quality trends and prepare performance analyses to identify coaching opportunities Required qualifications Bachelor's degree from an accredited institution (preferred) Current professional certification in Human Resources or Learning and Development Minimum five years of experience in training, quality assurance, or contact center operations Experience in developing instructional materials and quality monitoring programs Strong analytical and problem-solving skills