TL - Quality & Employee Development

The Team Leader - Quality & Employee Development is responsible for leading and supporting a team of Quality & Employee Development Coaches in the delivery of quality audits, coaching, training, employee development, and performance improvement activities across supported operational areas.

The Team Leader ensures that quality review practices, coaching approaches, training materials, and employee development activities are consistent, practical, and aligned with business needs. This role manages the daily operations of the Quality & Employee Development team, monitors team performance, supports the development of team members, and ensures quality and coaching activities are completed effectively and on time.

The Team Leader works closely with Department Leaders to understand performance trends, operational priorities, employee development needs, and quality concerns. The role also collaborates with Continuous Improvement Partners (CIPs) to receive new or revised processes and ensure they are translated into appropriate training materials, quality audit criteria, coaching tools, job aids, and reference content for use by the Quality & Employee Development team.

The Team Leader promotes consistency, accountability, continuous improvement, and employee development by ensuring that quality findings and process changes are converted into practical coaching, training, and process reinforcement actions.

KSA (Knowledge, Skills and Abilities/Attitudes)

Knowledge:

• Strong understanding of quality assurance practices, audit methodologies, and coaching principles.
• Strong understanding of training delivery, employee development, and knowledge reinforcement practices.
• Strong understanding of operational workflows, systems, procedures, and service expectations.
• Understanding of process improvement concepts and how process changes impact training, QA, and employee performance.
• Knowledge of performance management practices, team leadership, and employee development planning.
• Familiarity with documentation, reference material management, and knowledge-sharing practices.

Skills and Abilities:

• Strong leadership, coaching, and employee development skills.
• Ability to lead a team and manage competing priorities.
• Strong verbal and written communication skills.
• Ability to translate process changes into practical training and QA materials.
• Strong analytical skills with the ability to identify trends, root causes, and improvement opportunities.
• Ability to partner effectively with Department Leaders, CIPs, and other stakeholders.
• Strong organizational skills and attention to detail.
• Ability to provide constructive feedback and manage performance concerns.
• Ability to work independently while maintaining alignment with leadership direction.
• Proficiency with Microsoft Office tools and relevant internal systems.
• Ability to promote accountability, consistency, collaboration, and continuous improvement.

Requirements and Qualifications

• University or college degree preferred, or equivalent work experience.
• Minimum of 3-5 years of experience in quality assurance, coaching, training, employee development, operations, or a related role.
• Minimum of 1-2 years of leadership, supervisory, team lead, or people-management experience preferred.
• Experience developing or supporting QA tools, coaching materials, training content, job aids, or reference documentation.
• Experience working with operational leaders, process improvement teams, or cross-functional stakeholders preferred.
• Strong record of professionalism, communication, quality, and service delivery.
• Ability to work required schedules based on operational needs.
• Strong bilingual ability (English/Spanish) is required to supported teams and regions.