Training and Quality Specialist

Energize your future by joining our team at Northern Virginia Electric Cooperative!

Overview:

The Training and Quality Specialist is a key driver of performance excellence in our Customer Contact Center. This role leads the development and delivery of impactful training programs while supporting the quality assurance (QA) process to ensure consistently exceptional customer experiences and a focus on continuous improvement. The training and quality lead partners with Customer Operations leadership to shape customer-facing capability, support operational effectiveness, and build a culture of learning, development, and service excellence.

Essential Duties and Responsibilities:

Training

Design and deliver engaging training programs for new hire onboarding, upskilling, and refreshers to support business goals and customer expectations.

Lead the creation and maintenance of training content job aids and resources, ensuring accuracy, relevance, and alignment with any updates or policy changes.

Facilitate training both in person and virtually using adult learning principles and interactive techniques to maximize engagement.

Continuously assess training effectiveness through post-training evaluations, performance data, and feedback loops.

Quality assurance (QA) oversight

Support the call quality monitoring program, including calibration evaluation and reporting processes.

Conduct audits and evaluate customer interactions for accuracy, empathy compliance, and first contact resolution.

Deliver timely constructive feedback and collaborate with supervisors on performance improvement plans.

Identify systemic trends and partner with leadership and other stakeholders to recommend training or process changes.

Strategic collaboration and reporting

Serve as the call center's internal expert on training and quality, providing consultative support to team leads, supervisors, managers, and cross-functional partners.

Analyze performance and QA data to identify learning gaps, improvement opportunities, and insights that drive operational enhancements.

Present findings, trends, and recommendations to the Customer Operations leadership and other stakeholders.

Support initiatives such as technology rollouts, service launches, and policy updates with tailored learning and QA plans.

Education and Experience:

Required

Associate degree in Human Resources Management, Education, Business, or a related field from an accredited institution is required or an equivalent combination of education and experience.

3-4 years of experience in training, quality assurance, or call center operations with demonstrated leadership in learning or coaching programs.

Strong facilitation, communication, and stakeholder engagement skills.

Proficiency in designing and delivering training content across multiple formats; experience with QA programs, call evaluation techniques, and coaching methodologies.

High attention to detail with strong analytical and organizational skills.

Proficiency in Microsoft Office suite and experience with customer contact platforms.

Preferred

Experience in utilities energy or cooperative organizations

Knowledge of adult learning theory, e-learning tools, or quality framework

Certification in training, coaching or quality improvement is a plus

Core Competencies

Customer experience mindset

Leading by influence

Continuous improvement

Operational insight

Collaboration and communication

Analytical thinking

Skills and Abilities:

Strong platform skills including presentation, facilitation, and public speaking.

Experience in curriculum development, facilitation/training experience, and knowledge of adult learning theory and assessment.

Ability to provide effective consulting and coaching on training resources and techniques.

Strong time management, planning, and organizational skills.

Strong interpersonal skills with the ability to mediate and be diplomatic in presenting alternative viewpoints.

Proficiency in MS Office applications; internet/intranet skills, web applications.

Ability to design and track feedback and measurement tools.

Creative ability, excellent spelling and grammar, writing proficiency, and aptitude for employee communications for all audiences.

Ability to keep abreast of trends and innovative resources available to meet training needs cost-effectively.

Ability to travel locally to attend meetings, deliver or attend pilots, deliver or attend Train-the-Trainer sessions, and field visits.

What We Offer:

If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide relocation or sponsorship for this position.