Position Overview:

The Ops Manager with a training and quality background will lead operations for a 

customer service campaign, focusing on training development, quality assurance, 

and performance improvement. This role will ensure that team members deliver 

high-quality service and meet campaign objectives.

Key Responsibilities:

• Oversee the training and development programs for customer service representatives, ensuring alignment with campaign goals.
• Implement quality assurance processes to evaluate and enhance the performance of customer service agents.
• Analyze customer feedback and performance metrics to identify training needs and areas for improvement.
• Develop and maintain training materials, resources, and assessment tools.
• Collaborate with stakeholders to align training initiatives with operational objectives and client expectations.
• Facilitate ongoing coaching and support for staff to enhance service delivery and operational efficiency

• Bachelor’s degree in Business Administration, Training and Development, or related field.
• 5+ years of experience in operations management, training, or quality 
• assurance within a customer service environment.
• Strong understanding of customer service best practices and quality metrics.
• Excellent leadership, communication, and presentation skills.
• Ability to analyze data and develop actionable insights.
• Proficient in training software and quality management tools