Quality Coordinator - Lead Trainer (REMOTE)

Koniag 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 position requires the candidate to be able to obtain a Public Trust. This is a remote position.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Koniag Technology and infrastructure Solutions (KTIS) is seeking an experienced Quality Coordinator - Lead Trainer to drive our training initiatives and quality assurance programs. The ideal candidate will have a strong background in developing training materials, delivering effective training sessions, and implementing quality monitoring processes. This role is essential in ensuring our team maintains the highest standards of service excellence through continuous learning and quality improvement.
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
Education and Experience:
• 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
Required Skills and Competencies:
• 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
Desired Skills and Competencies:
• 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 method