City of Atlanta

Compensation

Full Description

Job Title: DCS - Department of Customer Quality Assurance & Training Specialist Company Overview: The City of Atlanta is a vibrant and diverse metropolitan hub committed to delivering exceptional public services to its residents. With a focus on innovation and community engagement, the city strives to enhance the quality of life through efficient and transparent governance. Role Overview: As a Quality Assurance and Training Specialist within ATL311, you will play a critical role in ensuring high standards of customer service and operational excellence. Your expertise will help assess training needs, develop effective training programs, and improve procedural documentation to support the department's mission. What You'll Do: - You will assess the training needs of ATL311 staff to identify skill gaps and areas for improvement. - You will develop and implement comprehensive training methods tailored to diverse learning styles. - You will write and update procedure manuals to ensure clarity and consistency in service delivery. - You will present training sessions and workshops using various instructional techniques. - You will collaborate with department leaders to align training initiatives with organizational goals. - You will monitor and evaluate the effectiveness of training programs and recommend enhancements. - You will maintain accurate records of training activities and participant progress. - You will support continuous quality improvement efforts within the customer service department. What You Bring: - Minimum of 3 years of experience in quality assurance, training, or a related field. - Strong knowledge of instructional design and adult learning principles. - Excellent written and verbal communication skills. - Proficiency in developing training materials and procedure documentation. - Ability to use various presentation tools and technologies effectively. - Strong organizational and project management skills. Bonus Points If You Have: - Experience working in a municipal or government environment. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Familiarity with customer service software and CRM systems. - Bilingual abilities or experience working with diverse populations. What We Offer: - We offer a competitive salary range of $55,000 to $65,000 annually. - We offer comprehensive health, dental, and vision insurance plans. - We offer opportunities for professional development and career growth. - We offer a supportive and inclusive work environment committed to diversity. - We offer generous paid time off and retirement benefits. Ready to Apply? Interested candidates should submit their application through the City of Atlanta's official careers website. Please include a resume and cover letter outlining your qualifications and experience relevant to this role.