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QA Call Center Training Manager

Kennedy Services

  • Hunt Valley, Maryland
  • 3 days ago
  • $26.44–$33.65 Per Hour

Highlights

The Call Center Supervisor is responsible for the day to day and long-term operations and production levels of the assigned department. Minimum of three years of experience in call center operations, staffing, quality assurance, training, compliance, or a related field.

Numbers & Facts

LocationHunt Valley, Maryland
IndustryStaffing/Employment Agencies
Salary$26.44–$33.65 Per Hour
Company Size1 to 9 employees
Year Founded1978
Websitehttps://kennedy-services.com/

Description

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.

About Company

Founded in 1978, Kennedy Services is one of Maryland’s oldest independent, woman-owned staffing services. Over 40 years later we are committed to our original mission to empower clients, talent and community through our service. It is this drive to improve the lives of those with whom we work that serves as our vision.

Our people are the greatest contributor to our success and we attribute our growth to the quality and dedication of our employees. Simply put, we built our business one outstanding employee at a time and we work tirelessly to do the same for our clients. Over 40 years’ industry experience has enabled us to refine our recruiting and staffing processes to place the best candidates in our clients’ most difficult positions. Over the years we have staffed (temp, temp-to-perm, and direct hire) employees of varied skill sets and professions, regularly demonstrating the flexibility necessary to meet the unique needs of each client. Today we serve employers in both the public and private sectors by sourcing and placing talent that facilitates their growth.

As a woman-owned minority business headquartered within Baltimore’s Empowerment Zone, Kennedy Services is certified as a Minority Business Enterprise with the States of Maryland and Virginia, and the City of Baltimore. This status provides increased government contracting opportunities for our client partners, making us an ideal teaming partner for any company bidding government jobs requiring minority participation.

Regardless of whether you are seeking employment opportunities or talent acquisition resources, Kennedy’s expertise and experience provide the strategic advantage to get you to your next level.

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