ATL311 Team Lead - Training and Quality Assurance

Position open until filled

Salary Range: $60,000 - $69,860 annually

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. 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.

Supervision Received 

This position reports directly to the Customer Service Delivery Manager and provides supervision and guidance to the ATL311 Training and Quality Assurance team.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• 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.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• 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

Education and Experience 

1. 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). 
2. Four (4) years of experience in training and/or quality assurance within a call center or customer service environment. 
3. Experience training and developing employees in a structured environment. 
4. Strong knowledge of training methodologies and quality assurance principles. 
5. Ability to work flexible hours as needed to support operations.
6. Commitment to fostering a culture of continuous improvement and customer service excellence

Licensures and Certifications

None

Preferred Requirements

None

Work Schedule

This is a hybrid position requiring both remote and in-office work. Schedule consists of an 8-hour shift between 7:00 AM – 7:00 PM, Monday through Friday, based on operational needs.

Lifting Requirements 

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law.  We value and encourage diversity in our workforce.