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 the highest standards of customer service. You will assess training needs, develop effective training programs, and create comprehensive procedure manuals to support continuous improvement and staff development. 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 staff, ensuring engagement and knowledge retention. - 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 maintain up-to-date knowledge of best practices in customer service and training methodologies. - You will support quality assurance efforts by analyzing customer feedback and service metrics. 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 clear instructional materials. - Proficiency in training software and tools, such as Learning Management Systems (LMS). - Excellent organizational skills and attention to detail. - Ability to engage and motivate diverse teams through effective presentation skills. 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 techniques. - Familiarity with data analysis tools to assess training impact. 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? Submit your application through the City of Atlanta's official careers website. Please include your resume and a cover letter detailing your relevant experience and why you are a great fit for this role.