Lead, Training & QA for Call Center Excellence

City of Atlanta, GA; Atlanta (GA); On-site; USD 65,000 - 85,000; Full time

Job summary

The City of Atlanta, GA seeks an ATL311 Training and Quality Assurance Team Lead to oversee the daily operations of the Training and QA team within the ATL311 Contact Center. The role designs and implements training programs and QA processes to ensure accurate, efficient, high-quality customer service.

The Team Lead will deliver training, monitor QA performance, and coach staff. Strong leadership, clear communication, and a deep understanding of call center operations are essential in this

Qualifications

• Strong leadership and people management skills.
• Experience building and delivering training programs.
• Knowledge of QA processes and metrics.

Responsibilities

• Oversee daily operations of the Training and QA team within the ATL311 Contact Center.
• Design and implement training programs and QA processes to improve service quality.
• Coach staff and analyze training/QA data to drive performance improvements.

Skills

Leadership

Communication

Training design

Quality assurance

Coaching

Data analysis

Job description

The City of Atlanta, GA seeks an ATL311 Training and Quality Assurance Team Lead to oversee the daily operations of the Training and QA team within the ATL311 Contact Center. The role designs and implements training programs and QA processes to ensure accurate, efficient, high-quality customer service.

The Team Lead will deliver training, monitor QA performance, and coach staff. Strong leadership, clear communication, and a deep understanding of call center operations are essential in this