Quality Coordinator - Lead Trainer; REMOTE

Essential Functions, Responsibilities & Duties may include, but are not limited to:

The Quality Coordinator - Lead Trainer will be responsible for developing and implementing training programs while overseeing quality assurance processes. Principal responsibilities will include but are not limited to:

• 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

• Bachelor's degree in Education, Training and Development, Business Administration, or related field
• 5-7 years of experience in training development 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

• 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

• Ability to obtain a Public Trust

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law.

We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at  or by calling  to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities…