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 effective governance and dedicated workforce development. 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. You will assess training needs, develop comprehensive training programs, and create clear procedural documentation to support staff performance and service quality. What You'll Do: - You will assess the training needs of ATL311 staff to identify skill gaps and improvement opportunities. - You will develop and implement effective 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 informational workshops to enhance team knowledge and skills. - 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 improvements. - You will maintain accurate records of training activities and participant progress. - You will support quality assurance efforts by analyzing customer feedback and service metrics. What You Bring: - A minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong knowledge of instructional design and adult learning principles. - Excellent written and verbal communication skills. - Proficiency in creating training materials and procedure manuals. - Ability to present information clearly and engage diverse audiences. - Strong analytical skills to assess training effectiveness and quality metrics. Bonus Points If You Have: - Experience working in a municipal or public service environment. - Familiarity with customer service platforms such as ATL311 or similar systems. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Skills in data analysis and reporting tools. 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 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 positive impact on our community through quality service and training excellence.