Contact Center Training & Quality Control Team Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Contact Center Training & Quality Control Team Lead in United States. This role offers an opportunity to lead and develop high-performing Contact Center support teams responsible for training, escalation handling, and quality assurance across multiple service channels. You will play a key leadership role in ensuring consistent service excellence, compliance, and operational accuracy while driving continuous improvement in training and quality standards. Working closely with senior leadership, you will help shape coaching strategies, performance management practices, and development programs that elevate both individual and team performance. The environment is fast-paced, collaborative, and highly focused on customer experience and regulatory compliance. You will also contribute to process enhancements, audit readiness, and the rollout of new products, services, and technologies. This position is ideal for a hands-on leader who thrives in developing people while ensuring operational rigor and service quality. \n Accountabilities: Lead and supervise Training, Escalation Support, and Quality Control Specialists, ensuring consistent delivery of high-quality support and training programs Oversee coaching, performance reviews, team huddles, and ongoing employee development initiatives Ensure accuracy, impartiality, and timeliness in quality control reviews and documentation across Contact Center channels Support compliance with regulatory requirements, internal policies, and audit standards through continuous monitoring and review Partner with leadership and internal audit teams to provide required documentation and ensure audit readiness Identify training gaps, performance trends, and improvement opportunities to enhance service quality and operational effectiveness Assist in developing and updating training programs, procedures, and quality monitoring frameworks for new products and services Maintain training calendars, support onboarding and conversion initiatives, and contribute to organizational change efforts Stay current on bank products, services, and initiatives to support team knowledge and operational excellence Requirements: Bachelor’s degree in Business Administration or related field, or equivalent combination of leadership experience in contact center, training, or quality control environments Proven experience in contact center operations, training, quality assurance, or team leadership roles Strong knowledge of contact center policies, procedures, and service quality standards Familiarity with banking products, services, compliance requirements, and regulatory frameworks is highly preferred Excellent leadership, coaching, and team development skills with the ability to motivate and guide diverse teams Strong analytical skills with the ability to identify trends, gaps, and improvement opportunities Effective communication and collaboration skills across multiple levels of management Ability to manage multiple priorities in a structured, fast-paced environment Flexibility to work evenings/weekends as needed and willingness to travel up to 20% Benefits: Competitive annual salary range ($49,972 – $76,958 USD) Full-time, stable employment opportunity Structured professional development and training programs Opportunity to lead and shape team performance and service quality standards Exposure to cross-functional collaboration and leadership initiatives Paid compliance and ongoing professional training programs Equal opportunity workplace with inclusive employment practices Opportunity to contribute to continuous improvement and operational excellence. \n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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