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. Our Department of Customer Service (DCS) is dedicated to enhancing citizen engagement and ensuring high-quality service delivery through innovative solutions and continuous improvement. Role Overview: As a Quality Assurance and Training Specialist within ATL311, you will play a critical role in assessing training needs, developing effective training programs, and ensuring consistent quality standards across customer service operations. Your work will directly impact the efficiency and satisfaction of both employees and the public. What You'll Do: - You will assess training needs by analyzing service quality and identifying gaps. - You will develop and implement comprehensive training methods tailored to diverse learning styles. - You will write clear, detailed procedure manuals and training materials. - You will present training sessions and workshops to staff at various levels. - You will monitor and evaluate the effectiveness of training programs and make improvements. - You will collaborate with department leaders to align training with organizational goals. - You will conduct quality assurance audits to ensure compliance with service standards. - You will provide ongoing support and coaching to customer service representatives. What You Bring: - Minimum of 3 years experience in training development, quality assurance, or a related field. - Strong knowledge of customer service principles and quality assurance methodologies. - Excellent written and verbal communication skills. - Proficiency in creating training materials and using presentation software. - Ability to analyze data and generate actionable insights. - Strong interpersonal skills with the ability to engage and motivate diverse teams. 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 ATL311 or similar customer service platforms. - Bilingual abilities or experience working with diverse communities. What We Offer: - We offer a competitive salary range of $55,000 - $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. - 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 portal. Applications will be accepted until the position is filled. Join us in making a difference in our community through quality service and training excellence.