Universal Support Quality & Training Supervisor

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

The Universal Support Quality & Training Supervisor is responsible for developing, implementing, and overseeing quality assurance and training programs for the Universal Support department. Universal Support is a centralized department that includes Inbound and Outbound Call Operations, Research and Resolution (formerly Disputes), and Court Operations, operating under a single support model.

This role ensures that agents and support staff are trained, coached, and continuously developed to resolve issues across a full range of complexity, from simple customer inquiries to advanced research, escalation, and court‑related matters. The Quality & Training Supervisor partners with department leadership to drive consistent performance standards, regulatory and contractual compliance, and continuous improvement across on‑shore and off‑shore teams.

Essential Duties and Responsibilities

1. Quality Management & Assurance

Design, implement, and maintain a Universal Support Quality Assurance (QA) Program covering all functions within the department, including inbound and outbound calls, research and resolution activities, and court operations. Establish and document quality standards that support a simple‑to‑complex issue resolution model, ensuring agents are evaluated consistently regardless of contact type or case complexity. Conduct routine and ad‑hoc quality audits, case reviews, and workflow evaluations in collaboration with supervisors and managers. Define, track, and report quality KPIs for all Universal Support functions, ensuring alignment with operational goals and contractual obligations. Identify trends, recurring errors, and systemic issues through quality analysis and recommend corrective actions or process improvements. Escalate significant quality risks, compliance concerns, or performance issues to Department Managers and leadership as appropriate.

2. Training Program Development & Delivery

Develop and maintain new‑hire training programs for Universal Support agents and support staff, ensuring readiness across phone, research, and court‑related responsibilities. Design and manage a Train‑the‑Trainer program to support supervisors and designated trainers across on‑shore and off‑shore locations. Create structured training paths that support agent progression from basic transactions to complex issue resolution, including escalation handling and court operations support. Develop and maintain training manuals, SOPs, job aids, and reference materials for systems, tools, policies, and processes used across Universal Support. Deliver refresher, remedial, and ad‑hoc training based on QA findings, performance trends, policy changes, or system updates. Coordinate with off‑shore training leads to ensure consistency in training content, delivery standards, and performance expectations.

3. Coaching, Calibration & Continuous Improvement

Facilitate routine quality calibration and quality meetings with on‑shore and off‑shore teams to review trends, clarify expectations, and reinforce best practices. Support supervisors by providing coaching insights and targeted training recommendations based on quality and performance data. Maintain accurate training and quality documentation, including attendance records, certifications, audit results, and corrective action follow‑ups. Contribute to continuous improvement initiatives by recommending enhancements to workflows, training methods, and quality standards.

4. Reporting & Stakeholder Communication

Prepare and distribute routine quality and training reports, including operational dashboards, leadership summaries, and external reports as required. Report quality performance for on‑shore and off‑shore teams against established KPIs and contractual requirements. Provide clear, actionable insights to Department Managers and leadership to support performance management and decision‑making. Support audits, leadership meetings, and operational reviews by providing documented quality and training metrics.

5. Additional Responsibilities

Support new initiatives, system implementations, and operational changes by ensuring quality and training readiness. Perform additional duties as assigned to support organizational objectives and operational excellence.

Qualifications (Knowledge, Skills & Abilities)

Education & Experience

• High School Diploma or equivalent required
• Experience in call center operations, customer support, research/resolution functions, quality assurance, or training preferred

Professional Skills

• Strong written and verbal communication skills
• Excellent active listening and coaching abilities
• Ability to translate quality findings into actionable training solutions
• Strong analytical and problem‑solving skills
• Ability to manage multiple priorities in a fast‑paced environment
• Comfortable supporting agents handling issues from simple to complex

Computer Skills

• Proficiency in Microsoft Excel, Word, PowerPoint, and other PC‑based applications

I-66 Express Mobility Partners is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.