Manager Training & QA

Position Summary
The Manager Training & QA role is accountable for leading the strategy, execution, and continuous improvement of training, learning development, and quality assurance programs that support Customer Care Center operations. This position develops and leads a high-performing team of training and quality professionals responsible for new hire onboarding, ongoing skill development, performance support, quality monitoring, calibration, coaching effectiveness, compliance readiness, and customer experience improvement. The role ensures training curricula, quality standards, scorecards, learning evaluations, and feedback processes are aligned with business objectives, regulatory requirements, customer experience expectations, and contact center performance goals. This leader uses operational data, quality results, customer feedback, speech and interaction analytics, and industry best practices to identify performance gaps, recommend solutions, and drive measurable improvements in agent capability, service consistency, first contact resolution, customer satisfaction, and operational effectiveness.

Key Responsibilities
Oversees the development, maintenance, implementation, performance measurement, and resource planning of all Customer Care Center Training and Quality Assurance programs.

• Leads the strategy, execution, performance measurement, and resource planning for Customer Care Center training, learning development, knowledge management, and quality assurance programs.
• Supervises, coaches, develops, and holds accountable training and quality assurance personnel, including assessment of role effectiveness, leadership capability, coaching quality, calibration consistency, and achievement of individual and team performance objectives.
• Builds and maintains development plans, performance goals, succession plans, feedback routines, and accountability practices that support employee growth, leadership continuity, and department performance.
• Provides guidance on employee performance, behavior, attendance, professionalism, quality trends, and fact-finding activities identified through training, coaching, and quality monitoring processes.
• Ensures compliance with internal policies, external quality standards, regulatory requirements, customer privacy expectations, documentation standards, applicable bargaining unit requirements, and compliance readiness expectations.
• Leads training needs analysis, curriculum design, facilitation planning, delivery method selection, learning evaluation, knowledge transfer, job aid development, and ongoing maintenance of new hire, cross-training, refresher, upskilling, nesting, and train-the-trainer programs.
• Establishes and maintains quality assurance standards, behavior-based scorecards, monitoring guidelines, sampling strategies, calibration routines, dispute resolution processes, and quality reporting practices across applicable work streams and customer contact channels.
• Oversees quality assessments for calls, digital contacts, back-office work, case processing, and other customer interactions to ensure consistency, accuracy, empathy, compliance, and effective issue resolution.
• Partners with Operations and cross-functional leaders to translate training outcomes, quality results, customer feedback, escalation trends, and performance data into coaching priorities, process improvements, and measurable business outcomes.
• Uses call data, quality results, speech and interaction analytics, customer feedback, knowledge trends, and operational metrics to identify trends, root causes, performance gaps, and improvement opportunities that strengthen customer satisfaction, first contact resolution, accuracy, compliance, and agent performance.
• Defines, deploys, and governs continuous improvement processes for training, quality monitoring, coaching, knowledge transfer, compliance readiness, corrective and preventive action, business continuity, and validation of improvement effectiveness.
• Serves as a primary point of contact and subject matter expert for training, quality, knowledge management, learning management, workforce optimization, speech analytics, technology partners, vendor solutions, application upgrades, remote onboarding readiness, and other duties as assigned.

Required Qualifications
Bachelor's Degree in Business, Education, Organizational Development, Communications, or related field, or comparable industry-related work experience.

• 4-6 years of leadership experience in Customer Service, Contact Center Operations, Training, Quality Assurance, or a related customer experience environment required.
• Experience leading training, quality, coaching, performance management, and development programs for customer service employees and management personnel.
• Experience designing or managing adult learning programs, new hire onboarding, refresher training, knowledge transfer, and learning effectiveness measurement.
• Experience managing quality monitoring programs, behavior-based scorecards, calibration sessions, quality reporting, agent feedback processes, and performance improvement plans.
• Occasional to moderate travel required.
• Demonstrates excellent computer skills, including Excel, PowerPoint, Word, learning management systems, quality monitoring tools, reporting platforms, and other contact center technology.
• Knowledge of contact center operations and technology, including call drivers, digital contact channels, performance metrics, progressive targets, statistical analysis, workforce optimization tools, knowledge management, and center-specific systems/applications.
• Working knowledge of Field Operations, Billing, Revenue Recovery, regulatory, and customer account processes that impact customer care interactions.
• Knowledge of local, regional, and industry regulatory rules and requirements affecting customer service, documentation, privacy, compliance, and quality assurance.
• Demonstrated ability to develop and manage relationships at all levels, including Operations, Human Resources, Labor Relations, Compliance, Technology, and external partners.
• Excellent interpersonal skills with the ability to build strong, collaborative partnerships and influence outcomes across functional areas.
• Proven ability to influence change, build consensus, and lead continuous improvement across a large or matrixed organization.
• Demonstrated ability to drive excellence in customer experience, service quality, compliance, first contact resolution, and operational performance within a customer care facility.
• Established track record of organizational agility, managerial courage, sound judgment, and effective decision-making in a dynamic operational environment.
• Demonstrated ability to focus on employee engagement, coaching effectiveness, development, and accountability while maintaining operational performance expectations.
• Ability to prioritize multiple activities and complex projects simultaneously; ability to establish and meet critical deadlines.
• Superior problem resolution skills, root cause analysis capability, and strong analytical skills.
• Strong communication and facilitation skills, excellent business writing skills, and a proven track record in meeting or exceeding stated deadlines and milestones.
• Aptitude for detail, high degree of organization, and ability to maintain accurate training, quality, compliance, and performance documentation.
• Proficiency and comfort with leading, coaching, communicating with, and maintaining reporting relationships across remote, hybrid, and onsite work environments.
• Ability to lead and motivate a dispersed workforce, including onsite and remote employees.

Preferred Qualifications
4-6 years’ experience in training and/or quality assurance leadership at a customer care facility or contact center.

• Experience with speech analytics, interaction analytics, quality management, workforce optimization, learning management, or knowledge management tools.
• Six Sigma, Lean, process improvement, root cause analysis, or continuous improvement certification or experience.
• Certification or formal training in instructional design, training facilitation, adult learning, coaching, customer experience, quality assurance, or contact center management.
• Experience supporting omnichannel customer interactions, including phone, chat, email, digital, back-office, or case management work streams.
• Experience leading quality calibration, nesting programs, train-the-trainer programs, or large-scale training deployments in a remote or hybrid contact center environment.

Physical Demands
Standing - Occasionally

Walking – Occasionally

Sitting - Constantly

Lifting - Rarely

Carrying - Rarely

Pushing - Rarely

Pulling - Rarely

Climbing - Rarely

Balancing - Rarely

Stooping - Rarely

Kneeling - Rarely

Crouching - Rarely

Crawling - Rarely

Reaching - Rarely

Handling - Occasionally

Grasping - Occasionally

Feeling - Rarely

Talking - Constantly

Hearing - Constantly

Repetitive Motions - Frequently

Eye/Hand/Foot Coordination - Frequently

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection
We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.

We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at [email protected] or 1-888-640-3320

Safety Statement
Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

• E-Verify Poster (English and Spanish)
• Right to Work Poster (English and Spanish)

Salary Range*:

*The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

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