Call Center Manager - Training & Quality
TechOp Solutions International
Job Overview
Location
Remote
Employment Type
Full-time
Work Arrangement
Remote
Sector
Customer Service & Support
Experience Level
Senior (5-8 years)
Application Deadline
July 14, 2026
About the Company
TechOp Solutions International, Inc. (TechOp) is a distinguished Service-Disabled Veteran-Owned Small Business (SDVOSB), established in 2005. Headquartered in Stafford, Virginia, with an additional office in Arlington, VA, TechOp leverages extensive expertise to serve critical sectors.
The company's leadership team is highly regarded for their profound operational and technological experience, accumulated over decades. They provide specialized solutions to Federal, state, local, and private/commercial organizations. TechOp's core mission involves assisting these entities in preparing for and effectively responding to a wide spectrum of security threats, encompassing both natural disasters and complex man-made incidents. Their commitment lies in enhancing resilience and operational readiness against diverse challenges.
Job Description
TechOp Solutions International is actively seeking an accomplished Remote Manager to spearhead the training and quality assurance functions within our high-volume, remote call center operations. This critical leadership role ensures that our employees consistently deliver exceptional customer service while rigorously adhering to organizational quality standards.
As the Manager, you will be responsible for overseeing all facets of training development, quality monitoring, coaching initiatives, and continuous improvement programs. Your expertise will be vital in shaping a high-performing team and optimizing our service delivery framework.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- Lead the daily operations of the Training and Quality Assurance team.
- Develop, implement, and maintain comprehensive training programs for new hires and existing staff.
- Design and update training materials, job aids, and instructional resources.
- Conduct instructor-led, virtual, and self-paced training programs.
- Establish robust quality standards and performance evaluation methodologies.
- Monitor customer interactions across multiple communication channels to ensure compliance and service quality.
- Conduct calibration sessions with operational leadership and quality teams.
- Analyze quality trends and identify opportunities for coaching and performance improvement.
- Prepare detailed quality assurance reports, dashboards, and performance analyses.
- Develop corrective action plans and continuous improvement initiatives.
- Coordinate with operational leadership to identify training needs and performance gaps.
- Perform additional duties as assigned.
Qualifications
- Bachelor's degree from an accredited institution (Preferred).
- Must possess a current professional certification in Human Resources or Learning and Development, such as an HRCI Professional in Human Resources (PHR), SHRM Certified Professional (SHRM-CP), or ATD Certified Professional in Talent Development (CPTD).
- Minimum five (5) years of experience in training, quality assurance, learning and development, or contact center operations.
- Demonstrated experience developing instructional materials, quality monitoring programs, and performance improvement initiatives.
- Strong analytical, problem-solving, and communication skills.
- Must meet security eligibility requirements.
How to Apply
Join Our Communities
The remote call center industry in the United States is experiencing significant growth, driven by evolving customer expectations and technological advancements. This pivotal role involves leading training and quality assurance functions for a high-volume, remote call center. You will be instrumental in developing robust instructional design frameworks, implementing advanced customer interaction monitoring, and leveraging performance analytics to drive continuous improvement. The position demands expertise in quality calibration and the strategic application of continuous improvement methodologies. Your leadership will directly enhance service delivery, optimize operational efficiency, and significantly elevate customer satisfaction metrics, thereby contributing to the organization's overall business ROI and market standing.
Posted Date
June 30, 2026
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