City of Atlanta

ATL311 Team Lead -Training and Quality Assurance

Atlanta, GA, United States

Sponsorship not specified$60k-$69kDetected 28 days ago

CommunicationMentoring

About the role

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...

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...
$60,000 - $69,000 annually Position open until filled General Description and Classification Standards 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.

Lead will design and deliver training initiatives, monitor QA performance, and provide coaching and feedback to staff.

This listing is sourced directly from City of Atlanta's careers page and normalized into a canonical job model.