Training, Development and Quality Manager

Job Description

Training, Development and Quality Manager - Lees Summit, MO, Monday to Friday, 8:00 AM to 5:00 PM

Pay range: $76,650+ per year
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
•    Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 
•    Best-in-class well-being programs
•    Annual, no-cost health assessment program Blueprint for Wellness®
•    healthyMINDS mental health program
•    Vacation and Health/Flex Time
•    6 Holidays plus 1 "MyDay" off
•    FinFit financial coaching and services
•    401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
•    Employee stock purchase plan
•    Life and disability insurance, plus buy-up option
•    Flexible Spending Accounts
•    Annual incentive plans
•    Matching gifts program
•    Education assistance through MyQuest for Education
•    Career advancement opportunities
•    and so much more!

The Manager, Training, Quality & Development is responsible for leading the strategy, design, and execution of training, quality assurance, and employee development programs across the Customer Success organization. This is a pivotal leadership role designed for a builder who is passionate about creating and scaling a best-in-class learning and quality culture. You will be the architect of our training, quality, and career development framework, directly impacting the success and growth of our 300+ person Customer Success organization. Your mission is to transform our current programs into a strategic asset that drives employee performance, long-term career satisfaction, and exceptional service delivery for all of our clients. 

 This role ensures a high-performing, customer-centric team by driving consistent onboarding, continuous learning, and quality standards that enhance customer experience, operational efficiency, and employee engagement.

This leader partners cross-functionally to align training and quality initiatives with business objectives, customer expectations, and performance outcomes.

Responsibilities:

Training Strategy & Execution

• Develop and implement a comprehensive training strategy for new hires and ongoing employee development within Customer Success.
• Oversee onboarding programs to ensure employees are effectively ramped and prepared to meet performance expectations.
• Design and continuously improve training curriculum, materials, and delivery methods (instructor-led, virtual, and self-paced learning).
• Evaluate training effectiveness through metrics, feedback, and performance outcomes; adjust programs accordingly.

Quality Assurance & Performance Improvement

• Develop and implement a coaching-focused quality assurance framework that measures both technical proficiency (procedural adherence) and soft skills (professionalism, empathy). 
• Partner with team leaders to use quality metrics as a tool for targeted training and positive reinforcement, fostering a culture of continuous improvement rather than enforcement.
• Lead the quality assurance program, including call monitoring, evaluations, and calibration processes.
• Establish and maintain quality standards, ensuring alignment with customer experience goals and company expectations.
• Analyze quality trends and performance data to identify gaps and drive targeted coaching and development initiatives.
• Partner with leadership to implement corrective actions and continuous improvement strategies.

Team Leadership & Development

• Lead, coach, and develop a team of trainers, quality analysts, and/or supervisors.
• Act as a strategic partner to Customer Success supervisors to map clear, actionable career paths for all roles and levels within the organization. You will co-create development plans and provide the resources needed to help our team members achieve their long-term professional goals.
• Foster a culture of continuous learning, accountability, and high performance.
• Provide mentorship and career development opportunities to team members.
• Ensure consistent application of performance management practices across the team.

Operational Excellence

• Partner with Customer Success and Operations leaders to align training and quality initiatives with business priorities.
• Drive consistency in processes, policies, and customer interactions across the organization.
• Oversee reporting on training effectiveness, quality scores, and development progress.
• Ensure compliance with company policies, regulatory requirements, and standard operating procedures.

Stakeholder Collaboration

• Collaborate with cross-functional partners (Operations, HR, Compliance, Product, etc.) to support organizational initiatives.
• Support change management efforts by developing and delivering training related to new systems, processes, or products.
• Act as a subject matter expert in training and quality best practices.

Qualifications:

Required Work Experience: 

• 5+ years of experience in training, quality assurance, or customer success/call center operations
• 2+ years of leadership experience managing teams
• Experience designing and delivering training programs and quality frameworks

Physical and Mental Requirements: 

• Ability to communicate effectively in person, via phone, and through virtual platforms.
• May require occasional travel for training, team meetings, or business needs
• Ability to remain in a stationary position (sitting or standing) for extended periods of time while working at a computer or attending meetings. 

Knowledge: 

• Technology savvy with proficiency in Microsoft Office, Word, Excel, and PowerPoint

Skills: 

• Experience with Learning Management Systems is essential. 
• Familiarity with live engagement tools is a plus.
• This role reports to the Senior Director of Customer Success and will have direct management responsibility for our team of trainers and group leads
• Strong leadership, coaching, and team development skills
• Excellent communication and presentation abilities
• Analytical mindset with the ability to interpret performance data and trends
• Knowledge of adult learning principles and instructional design
• Strong customer service orientation and understanding of customer experience drivers
• Ability to operate in a fast-paced, evolving environment
• High attention to detail and organizational skills

People Leader Responsibility:

• 1 Supervisor of Quality
• 2 Trainers 

Work Environment:

• Office Environment
• Travel required

Education:

• Bachelor’s Degree (Required)

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.