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 dedicated departments like ATL311, which serves as a critical point of contact for citizen support and information. Role Overview: As a Quality Assurance and Training Specialist within the ATL311 department, you will play a pivotal role in ensuring high standards of customer service and operational excellence. Your expertise will help identify training needs, develop effective training programs, and maintain comprehensive procedure manuals to support staff performance and service quality. What You'll Do: - You will assess training needs across the ATL311 team to identify skill gaps and improvement opportunities. - You will develop and implement innovative training methods tailored to diverse learning styles. - You will write and update detailed procedure manuals to standardize processes and ensure consistency. - You will deliver engaging training sessions and presentations to staff at various levels. - You will monitor and evaluate the effectiveness of training programs and make necessary adjustments. - You will collaborate with department leaders to align training initiatives with organizational goals. - You will analyze customer service data to identify trends and areas for quality improvement. - You will support continuous improvement efforts by providing feedback and recommendations. What You Bring: - You bring at least 3 years of experience in quality assurance, training, or a related field. - You have strong knowledge of training development techniques and adult learning principles. - You possess excellent written and verbal communication skills for creating manuals and delivering presentations. - You are proficient with training software and Microsoft Office Suite. - You have strong analytical skills to assess training effectiveness and customer service quality. - You demonstrate the ability to work collaboratively and manage multiple projects simultaneously. 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). - Familiarity with customer service platforms and CRM software. - Bilingual abilities or experience working with diverse populations. 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? To join our team and contribute to enhancing customer service quality in the City of Atlanta, please submit your resume and cover letter through the official City of Atlanta careers website. Applications will be accepted until the position is filled.