ATL311 Team Lead -Training and Quality Assurance

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.

Qualifications

• 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.
• Minimum Qualifications: Bachelor’s Degree in Social Sciences, Communications, Education, or a related field (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.