Bachelor’s degree in Business, Communications, Human Resources, or a related field, or equivalent job experience., 5+ years of experience in customer service, including 2+ years in a training or quality management role., Solid knowledge of contact center operations, metrics, and technologies., Excellent communication, presentation, and interpersonal skills..
Key responsibilities:
Lead a team of trainers and quality analysts to deliver impactful programs across all customer service touchpoints.
Design and deliver onboarding, product, system, and soft skills training for customer service agents.
Evaluate training effectiveness using feedback, assessments, and KPIs.
Develop and maintain quality monitoring frameworks aligned with customer service standards.
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At Colibri, we collaborate with over 5 million professionals and partners to provide exceptional professional education solutions for licensing, continuing education, test preparation, and career readiness.
We strongly believe that quality education is the foundation for success. Our mission is to lead others to achieve more and thrive in their careers, transforming not only their professional lives but also their everyday experiences.
Through our comprehensive range of products and career training programs, we enable professionals to obtain licenses, maintain their credentials, and acquire the skills needed to excel in their respective fields.
Whether you're embarking on a new career journey or approaching retirement, our diverse companies are dedicated to supporting individuals throughout their entire professional trajectory, fostering personal and professional triumphs along the way. We are here to help you achieve unparalleled personal and professional success.
The Training and Quality Manager – Customer Service is responsible for enhancing the performance of the customer service team through targeted training initiatives and quality assurance programs. This role leads the development and implementation of training curricula and quality frameworks that ensure service excellence, improve customer satisfaction, and drive operational efficiency. The ideal candidate is passionate about employee development, customer experience, and continuous improvement.
What You'll Do:
Lead a team of trainers and quality analysts to deliver impactful programs across all customer service touchpoints.
Serve as a key business partner and peer to senior leadership, providing insights and recommendations based on training effectiveness and quality metrics.
Design and deliver onboarding, product, system, and soft skills training for customer service agents.
Conduct regular training needs analysis based on performance data and business goals.
Create engaging training content including manuals, e-learning modules, role-plays, and simulations.
Partner with team leaders and supervisors to support ongoing coaching and knowledge refreshers.
Maintain training schedules and ensure timely delivery across teams and shifts.
Evaluate training effectiveness using feedback, assessments, and KPIs.
Develop and maintain quality monitoring frameworks aligned with customer service standards.
Provide actionable feedback and coaching based on quality evaluations.
Track quality metrics such as CSAT, FCR, NPS, and AHT to identify trends and areas for improvement.
Collaborate with leadership to implement corrective action plans and recognize high performers.
Ensure compliance with customer privacy, regulatory, and brand standards.
What You'll Need to be Successful:
Bachelor’s degree in Business, Communications, Human Resources, or a related field, or equivalent job experience.
5+ years of experience in customer service, including 2+ years in a training or quality management role.
Solid knowledge of contact center operations, metrics, and technologies.
Experience with quality monitoring tools (Balto) and Telephone Systems (Five9).
Excellent communication, presentation, and interpersonal skills.
Strong organizational and analytical skills with attention to detail.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!
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Spoken language(s):
English
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