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 teams and forward-thinking initiatives. 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. Your expertise will help assess training needs, develop effective training programs, and maintain comprehensive procedure manuals to support continuous improvement. What You'll Do: - You will assess training needs across the ATL311 department to identify skill gaps and opportunities for development. - You will design, develop, and implement training programs and materials tailored to diverse learning styles. - You will write and update detailed procedure manuals to ensure consistency and clarity in operations. - You will deliver engaging training sessions and presentations to staff at various levels. - 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 service data and feedback. What You Bring: - Minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong knowledge of instructional design principles and adult learning theories. - Excellent written and verbal communication skills. - Proficiency with training software and tools, such as Learning Management Systems (LMS). - Ability to analyze data and generate actionable insights. - Strong organizational skills and attention to detail. 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 communities. 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? To apply, please submit your resume and cover letter through the City of Atlanta's official careers website. Applications will be accepted until the position is filled. We look forward to your interest in joining our team and contributing to the City of Atlanta's commitment to excellence in public service.