Quality & Training Manager

Manager, Service Delivery – Quality & Training

Leads oversight of quality and training efforts across one or more assigned sites, ensuring timely, high-quality, and compliant ROI services. This leader oversees Supervisors and frontline teams, manages staffing and scheduling, drives operational quality improvement and training efforts, and ensures adherence to standardized workflows. The Manager serves as the operational heartbeat at the local level—owning throughput, quality, and training while partnering closely with ROI Operations and Account Management teams.

You will:

• Design and lead a centralized QA strategy across all ROI operations (onshore, offshore, call center, and site-based teams)
• Establish standardized audit methodologies, sampling models, and scoring frameworks aligned to SOPs and client requirements
• Ensure consistent application of QA/QC processes for record release accuracy and compliance across all locations
• Serve as the single point of accountability for enterprise quality performance
• Oversee a central QA team responsible for auditing work across multiple accounts and facilities
• Define audit cadence (pre-release, post-release, targeted audits) based on risk level and request type
• Ensure audit findings are documented, trended, and escalated appropriately