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 the ATL311 department, you will play a critical role in ensuring high standards of customer service and operational excellence. Your primary focus will be to 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 the training needs of ATL311 staff to identify skill gaps and areas for improvement. - You will develop and implement training methods tailored to diverse learning styles and operational requirements. - You will write clear, detailed procedure manuals and training materials to standardize processes. - You will present training sessions and workshops to enhance staff knowledge and performance. - 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 up-to-date knowledge of best practices in customer service and quality assurance. - You will support continuous improvement efforts by gathering feedback and analyzing service metrics. What You Bring: - A minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong skills in instructional design and adult learning principles. - Excellent written and verbal communication skills. - Proficiency in creating training materials and procedure documentation. - Ability to present information clearly and engage diverse audiences. - Experience with customer service operations or public sector environments is preferred. Bonus Points If You Have: - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Experience with ATL311 or similar municipal customer service platforms. - Knowledge of data analysis tools to assess training impact. - Bilingual abilities to support diverse community engagement. 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 positive impact on our community through quality service and training excellence.