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Teleperformance USA Quality Assurance Manager in Santa Fe, New Mexico


This role is targeted for a highly energetic and passionate individual responsible for designing, developing, and delivering new training programs and initiatives. Development, implementation and improvement of contact center day-to-day Training operations. Develop and maintain adequate staff and training material. Assess training needs of various projects. Oversee and manage all training functions including staff.


  • Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.

  • Conduct training needs assessments and oversee the training function.

  • Develop, compose and compile training materials and other training aids such as equipment and visual aids.

  • Development of courses to include customer service and technical support.

  • Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded.

  • Manage, lead, motivate and develop training team members.

  • Write performance evaluations of training staff.

  • Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.

  • Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.

  • Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.

  • Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.

  • Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community.

  • Incorporates, administers, and monitors operating budget for the training department

  • Thrives as a team player in a fast paced, high energy, change oriented environment

  • Perform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadership.


  • One year of call center training experience required

  • Flexible hours/days are a requirement.

  • Demonstrated leadership capabilities

  • Strong presentation and public-speaking skills

  • Strong verbal, listening, and written communications skills required

  • Excellent attendance history is required.

  • Strong computer skills with working knowledge of Microsoft Office Suite

  • Strong desire to help others learn

  • Understanding of Adult Learning Principles