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 ATL311, you will play a critical role in ensuring high standards of customer service by assessing training needs, developing effective training programs, and creating comprehensive procedure manuals. Your work will directly impact the quality and consistency of service delivery to the community. 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 support staff development. - You will present training sessions and workshops to enhance employee knowledge and performance. - You will collaborate with department leaders to align training programs with organizational goals. - You will monitor and evaluate the effectiveness of training initiatives and recommend improvements. - You will maintain up-to-date knowledge of best practices in customer service and training techniques. - You will support quality assurance efforts by reviewing service interactions and providing constructive feedback. What You Bring: - Minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong written and verbal communication skills with the ability to create engaging training content. - Proficiency in instructional design and adult learning principles. - Experience with customer service environments, preferably in a public sector or municipal setting. - Ability to analyze data and feedback to improve training effectiveness. - Strong organizational skills and attention to detail. Bonus Points If You Have: - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Experience with e-learning platforms and digital training tools. - Familiarity with ATL311 or similar municipal customer service systems. - Bilingual abilities or experience working in diverse cultural environments. 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 difference in the community through quality service and training excellence.