QA Call Center Training Manager

DESCRIPTION:

Upcoming career opportunity for a customer service expert to manage a department of a major call center facility in Baltimore City. The Call Center Supervisor is responsible for the day to day and long-term operations and production levels of the assigned department. This position will be responsible for building and developing a strong team of customer service representatives.

RESPONSIBILITIES:

• Coordinate recruiting, interviewing, and hiring efforts for call center staff.
• Analyze staffing levels and workforce needs to support operational goals.
• Develop, implement, and facilitate new hire orientation and client-specific training programs.
• Manage quality assurance programs, including conducting and reviewing inbound and outbound call audits.
• Monitor, track, and report quality assurance results while identifying coaching and training opportunities.
• Ensure adherence to applicable regulations and industry requirements, including FDCPA, FCRA, HIPAA, FERPA, and related compliance standards.
• Conduct ongoing staff training, compliance reviews, and quality assessments.
• Support continuous improvement initiatives and foster employee growth and development.

REQUIREMENTS:

• Bachelor's degree preferred or an equivalent combination of education and relevant experience.
• Minimum of three years of experience in call center operations, staffing, quality assurance, training, compliance, or a related field.
• Previous supervisory or leadership experience preferred.
• Strong communication, presentation, organizational, and analytical skills.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Demonstrated knowledge of call center operations and regulatory compliance requirements.