Team Leader - Quality & Employee Development

About the role

The Team Leader - Quality & Employee Development leads and supports a team of Quality & Employee Development Coaches who deliver quality audits, coaching, training, employee development and performance improvement across supported operational areas. The role keeps quality review practices, coaching approaches, training materials and development activities consistent, practical and aligned with business needs, and manages the day-to-day operations of the team.

Key responsibilities

• Manage the daily operations of the Quality & Employee Development team, monitor team performance and support the development of team members.
• Ensure quality and coaching activities are completed effectively and on time.
• Work with Department Leaders to understand performance trends, operational priorities, employee development needs and quality concerns.
• Collaborate with Continuous Improvement Partners (CIPs) to turn new or revised processes into training materials, audit criteria, coaching tools, job aids and reference content.
• Promote consistency, accountability, continuous improvement and employee development by turning quality findings and process changes into practical coaching, training and process-reinforcement actions.

Required profile

• University or college degree preferred, or equivalent work experience.
• At least 3-5 years of experience in quality assurance, coaching, training, employee development, operations or a related role.
• At least 1-2 years of leadership, supervisory or team-lead 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.
• Bilingual English/Spanish is required.

Required skills

• Strong leadership, coaching and employee development skills.
• Ability to lead a team and manage competing priorities.
• Strong verbal and written communication and analytical skills.
• Ability to translate process changes into practical training and QA materials.
• Proficiency with Microsoft Office tools and relevant internal systems.