Systems Integration, Inc. (SII) · 16 hours ago
Quality and Training Manager
Washington,DC,US
Full-time
Onsite
Mid, Senior LevelSystems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Quality & Training Manager who supports a government‑contracted call center by overseeing quality assurance activities and managing all training programs for staff. This role ensures customer service representatives deliver accurate, consistent, and policy‑compliant service while also designing and delivering training programs and evaluating performance trends.
Information Technology
Responsibilities
Oversee daily quality monitoring of calls and other work types to ensure accuracy, customer service excellence, and adherence to policies and procedures
Analyze operational performance against company and government expectations to identify strengths and improvement areas
Maintain systems for capturing, analyzing, and reporting quality metrics
Serve as the primary point of contact for government program officials regarding quality performance
Coordinate with cross‑functional teams to ensure consistent quality standards and reporting practices
Recommend process improvements to enhance customer experience and service consistency
Design, develop, and deliver training programs for all staff levels, including new‑hire and ongoing training
Conduct needs assessments to identify training gaps and future development requirements
Create training manuals, support materials, and tools
Manage training logistics such as scheduling classes, maintaining supplies, and updating training records and materials libraries
Conduct surveys and follow‑up evaluations to measure training effectiveness and identify additional needs
Prepare formal reports and documentation related to training activities
Qualification
Required
Experience in call center quality assurance and training management
Strong understanding of customer service standards, performance metrics, and compliance requirements
Ability to design and deliver effective training programs
Strong analytical skills with the ability to interpret performance data and recommend improvements
Excellent communication and documentation skills
Bachelor's degree in Education, Communications, Business Administration, Organizational Development, or a related field
Must be able to pass a federal background check going back 7 years without felonies
Must be able to pass a federal credit check
Preferred
Experience supporting government contracts
Company
Systems Integration, Inc. (SII)
Systems Integration is an information technology company that offers turnkey contact center infrastructure solutions.
Founded in 1990
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Srinath Narayan
Chairman & CEO
Company data provided by crunchbase