Contact Center Training & Quality Control Team Lead

Directly leads and supervises a team of Contact Center specialized support team members as listed above, working in conjunction with directives as established by the Contact Center Training & Quality Control Administrator and Contact Center Director. This position is responsible for the direct oversight of the ‘Specialists’ teams that resolve escalated customer issues, train new and existing employees, and who perform quality control functions on all Contact Center channels. Oversight and monitoring of each specialized team include but is not limited to accuracy of response and or documentation, timely and accurate completion of training and tasks to meet and or exceed set objectives and or nonbiased review and documentation as outlined in procedures for each specific area of their responsibility.

This position will be responsible for monthly coaching, performance reviews, team huddles, continued growth and development through training for personal development and to prepare, train and support the Contact Center team for any and all new and further developed areas of customer support implemented in the Contact Center or technology changes and or enhancements. Careful oversight will be required to meet and exceed individual goals as well as contribute to overall Contact Center goals and objectives, providing the highest level of quality training and review consistently operating within compliance related to established policies and procedures both within the Contact Center and United Community Bank.

Position is availablie in Blairsville, GA and Laurens, SC

• Training, coaching and oversight of the support delivery of Training Specialists, Escalation Support Specialists
  and Quality Control Specialists to ensure delivery of accurate training, and impartial quality control review
  processes for all team members.
• Growth, training and development of direct reports.
• Team building through Team Huddles.
• Team meetings to gather thoughts, ideas, and collaboration on delivering consistent training and quality control
  results.
• All direct report reviews.
• Identify opportunities through these oversight areas to move the Contact Center to legendary service and
  performance through feedback and training.
• Ensure compliance with regulatory requirements through ongoing review of procedures and audit of agent
  customer interactions.
• Partner with Training & Quality Control Administrator in the delivery of requested items by Internal Audit to ensure
  all requested review items are submitted in a timely manner.
• Support leadership in maintaining accurate records for audit purposes Coordinating training programs ensuring all direct reports within Contact Center quality standards and operating procedures.
• Assist with developing procedures, training and quality monitoring for new United Community products and/or services.
• Provide leadership with agent training recommendations as identified through ongoing review of exception
  trending.
• Works with all levels of management to ensure relevancy of training and delivery methods suitable to needs.
• Periodic review of Contact Center Growth & Development Series I – VI which includes documenting any changes
  and or updates.
• Provides current research and makes recommendations for the direction of training.
• Stays abreast of all bank products and services, company initiatives and company goals to support employees
  and the Bank in all endeavors and to assist with questions from throughout the company
• Works with other leaders to maintain a Team Training Calendar
• Assists in conversion and acquisition training as needed
• Compliance Training: Participate in all required compliance training, including Bank Secrecy Act/anti-money
  laundering training, as well as internal and external training programs, online training, meetings, and
  seminars/conferences, etc.
• Other Duties: This job description is not designed to cover or contain a comprehensive list of activities, duties or
  responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be
  assigned at any time with or without notice.

• Bachelor’s degree in Business Administration and or other related field and or combination of
  leadership experience, training, quality control and/or other key leadership areas within a Contact Center or
  similar environment.
• Knowledge of Bank products, services, initiatives and company culture
• Strong knowledge and experience with Contact Center policies/procedures
• Knowledge of bank policies and procedures

• Must be able to pass a criminal background & credit check
• This is a full-time, non-remote position, that requires schedule flexibility to work evenings and weekends as needed.
• This position requires up to 20% travel.

FLSA Status: Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.