ATL311 Team Lead -Training and Quality Assurance

City of Atlanta•Atlanta, GA

5d•Hybrid

About The Position

The ATL311 Training and Quality Assurance (QA) Team Lead is responsible for overseeing the daily operations of the Training and QA team within the ATL311 Contact Center. This role leads the development, implementation, and continuous improvement of training programs and quality assurance processes to ensure employees deliver accurate, efficient, and high-quality customer service. The Team Lead will design and deliver training initiatives, monitor QA performance, and provide coaching and feedback to staff. This position is also responsible for analyzing training and QA data to identify trends, addressing escalated training concerns, and implementing strategies to improve employee performance, knowledge, and overall customer satisfaction. The ideal candidate is a strong leader with excellent communication skills, a deep understanding of call center operations, and the ability to thrive in a fast-paced, performance-driven environment.

Requirements

Strong leadership and team development skills
Excellent verbal and written communication skills
Ability to analyze data and translate insights into actionable improvements
Strong problem-solving skills and attention to detail
Ability to motivate, coach, and inspire employees
Ability to manage multiple priorities in a fast-paced environment
Knowledge of QA programs, tools, and best practices
Bachelor’s Degree in Social Sciences, Communications, Education, or a related field (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of eight (8) years of professional related experience in training and/or quality assurance within a call center or customer service environment).
Four (4) years of experience in training and/or quality assurance within a call center or customer service environment.
Experience training and developing employees in a structured environment.
Strong knowledge of training methodologies and quality assurance principles.
Ability to work flexible hours as needed to support operations.
Commitment to fostering a culture of continuous improvement and customer service excellence

Nice To Haves

None

Responsibilities

Conduct quality assessments of Call Center Representatives through call monitoring and standardized evaluation tools.
Lead and facilitate quality calibration sessions to ensure consistency and fairness in scoring.
Design, develop, implement, and maintain training programs for new hires and existing staff.
Develop and manage training schedules in alignment with operational needs.
Monitor QA scoring trends and recommend adjustments to improve effectiveness and accuracy.
Ensure all training materials are current and reflect updates in processes, systems, and services.
Provide ongoing coaching and performance feedback based on QA evaluations and training observations.
Handle escalated training and quality-related concerns in a timely and professional manner.
Analyze training and QA data to identify trends, gaps, and opportunities for improvement.
Develop and implement strategies to enhance agent performance and customer satisfaction.
Lead team meetings to communicate updates, expectations, and address concerns.
Prepare and present performance reports and insights to leadership.
Foster a positive, collaborative, and high-performance work environment.
Stay current on industry trends and best practices in training and quality assurance.
Partner with Subject Matter Experts (SMEs) and departments to improve processes and ensure training effectiveness.
Support team members in achieving individual and team performance goals.
May perform other duties as assigned.