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 create comprehensive procedure manuals to support staff development and service quality. What You'll Do: - You will assess training needs across the ATL311 department to identify skill gaps and improvement opportunities. - You will develop and implement innovative training methods tailored to diverse learning styles. - You will write clear, detailed procedure manuals and training materials to standardize processes. - You will present training sessions and workshops to staff, ensuring engagement and knowledge retention. - You will collaborate with department leaders to align training programs with organizational goals. - You will monitor and evaluate the effectiveness of training initiatives and recommend improvements. - You will maintain up-to-date knowledge of best practices in customer service and quality assurance. - You will support continuous improvement efforts by providing feedback and coaching to team members. What You Bring: - Minimum of 3 years of experience in quality assurance, training, or a related field. - Strong knowledge of training development methodologies and adult learning principles. - Excellent written and verbal communication skills, with experience in manual and content creation. - Proficiency in using training software and tools, such as LMS platforms and presentation software. - Ability to analyze data and feedback to measure training effectiveness. - Strong interpersonal skills and the ability to work collaboratively across departments. Bonus Points If You Have: - Experience working in a government or public sector environment. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Familiarity with customer service operations and call center environments. - Bilingual abilities or experience working with diverse communities. 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 flexible work schedules and generous paid time off. Ready to Apply? Interested candidates should submit their resume and cover letter through the City of Atlanta's official careers website. Applications will be accepted until the position is filled. Join us in making a difference in the community through quality service and training excellence.