QA Training Lead

Position Overview

We are seeking an enthusiastic and motivated Call Quality and Training Lead to support the onboarding and development of customer-facing teams. This role focuses on delivering engaging training, supporting new hires, and helping improve team performance through structured learning and quality practices.

This is a great opportunity for someone who enjoys presenting, coaching others, and contributing to a positive team environment while growing their skills in training and quality.

 

Key Responsibilities

• Assist in delivering training for customer-facing teams, including new hire onboarding
• Facilitate engaging training sessions using prepared materials and presentations
• Support new employees by providing guidance, answering questions, and offering feedback
• Help create and update training materials, presentations, and resources
• Follow established training plans and help ensure consistent delivery across teams
• Identify common knowledge gaps and share feedback with leadership
• Collaborate with the Coaching Specialist to support team engagement and morale initiatives
• Assist with tracking training progress and participation
• Support ongoing process improvements and quality initiatives

 

Required Skills & Experience

• Basic understanding of Quality Assurance (QA) and Quality Control (QC) concepts
• Strong communication and presentation skills
• Proficiency in Microsoft PowerPoint
• Ability to work with a team and support multiple priorities
• Strong attention to detail and organization

 

Preferred Qualifications:

• Experience with Salesforce (a plus)
• Familiarity with NICE systems or similar tools (a plus)
• Previous experience in training, coaching, customer service, or a related field

 

Focus Areas

• Supporting effective and engaging training delivery
• Helping improve team consistency and performance
• Contributing to a positive and collaborative team environment

 

Success Profile

The ideal candidate is dependable, approachable, and eager to learn. They enjoy helping others succeed, are comfortable speaking in front of groups, and take pride in supporting team development and quality standards.