ATLTeam Lead -Training and Quality Assurance

Position: ATL311 Team Lead -Training and Quality Assurance
Salary Range: $60,000 - $69,000 annually

Position open until filled

General Description and Classification Standards

The ATL
311 Training and Quality Assurance (QA) Team Lead is responsible for overseeing the daily operations of the Training and QA team within the ATL
311 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 ATL
311 Training and Quality Assurance team.