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 continuous improvement. What You'll Do: - You will assess the training needs of ATL311 staff to identify skill gaps and development opportunities. - You will design 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 workshops to enhance employee 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 accurate records of training activities and participant progress. - You will support quality assurance efforts by analyzing customer feedback and service metrics. What You Bring: - You bring at least 3 years of experience in training development, quality assurance, or a related field. - You have strong written and verbal communication skills to create engaging training materials. - You possess proficiency in instructional design and adult learning principles. - You are skilled in using training software and tools such as LMS platforms. - You demonstrate excellent organizational skills and attention to detail. - You have the ability to work collaboratively across departments and with diverse teams. Bonus Points If You Have: - Experience working in a government or public service environment. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Knowledge of customer service best practices and complaint resolution. - Familiarity with 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? Submit your application through the City of Atlanta careers portal. Please include your resume and a cover letter outlining your qualifications and interest in the role. Applications will be accepted until the position is filled.