Koniag Government Services · 22 hours ago
Quality Coordinator - Lead Trainer (REMOTE)
United States
Full-time
Remote
Senior Level
5+ years expKoniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, is seeking a Quality Coordinator - Lead Trainer to support KTIS and our government customer. This role is essential in ensuring our team maintains the highest standards of service excellence through continuous learning and quality improvement.
EnterpriseGovernmentProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
Design, develop, and deliver comprehensive training programs for new and existing staff
Create and maintain training materials, including manuals, e-learning modules, and job aids
Assess training needs and develop curricula to address skill gaps and performance improvement
Lead new hire onboarding and training processes to ensure quick and effective ramp-up
Establish and maintain quality monitoring systems to evaluate employee performance
Conduct regular quality assessments through call monitoring, side-by-side observations, and performance data analysis
Provide constructive feedback to employees and develop action plans for performance improvement
Create and track key performance indicators (KPIs) related to training effectiveness and quality metrics
Collaborate with department managers to align training and quality initiatives with business objectives
Implement coaching programs to support continuous staff development
Stay current with industry best practices in training methodologies and quality assurance
Develop and maintain a knowledge repository of training resources
Coordinate with subject matter experts to ensure training content accuracy
Prepare and present regular reports on training outcomes and quality performance
Identify trends in performance issues and develop targeted training interventions
Qualification
Required
Bachelor's degree in Education, Training and Development, Business Administration, or related field
5-7 years of experience in training development and delivery, preferably in a contact center or customer service environment
Proven experience in quality assurance programs and performance monitoring
Background in adult learning principles and instructional design
Strong instructional design skills with experience creating effective training materials
Excellent presentation and facilitation skills for diverse learning audiences
Knowledge of quality monitoring techniques and performance measurement
Experience with learning management systems (LMS) and e-learning platforms
Strong analytical abilities to evaluate training effectiveness and quality metrics
Excellent verbal and written communication skills
Ability to coach and mentor staff at all levels of experience
Proficiency in developing and implementing quality standards
Experience with performance management and improvement planning
Strong organizational skills and attention to detail
Ability to manage multiple projects simultaneously
Proficiency with Microsoft Office suite, particularly PowerPoint and Excel
Experience creating and delivering engaging virtual and in-person training
Understanding of adult learning theories and application
Problem-solving skills to address performance and quality issues
Ability to obtain a Public Trust
Preferred
Training or quality management certifications (Certified Professional in Learning & Performance, Six Sigma, etc.)
Experience in government contracting environments
Knowledge of call center or customer service operations
Familiarity with multimedia training development tools
Experience with quality management frameworks
Background in change management methodologies
Knowledge of ITIL practices and IT service management
Experience with data analysis and statistical methods
Proficiency with video creation and editing tools
Experience with gamification in training
Knowledge of accessibility standards for training materials
Experience in contact center workforce management
Background in process improvement methodologies
Familiarity with project management principles
Experience developing training for technical subject matter
Benefits
Health, dental and vision insurance
401K with company matching
Flexible spending accounts
Paid holidays
Three weeks paid time off
Company
Koniag Government Services
Koniag Government Services is a Professional Services and Operational Management to Federal Government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Wideman
Chief Executive Officer
Jack Wise
SVP Business Development Lifecycle
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