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 deliver engaging training sessions and presentations to enhance staff 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 up-to-date knowledge of best practices in quality assurance and customer service. - You will support the continuous improvement of ATL311 services through feedback and quality assessments. What You Bring: - Minimum of 3 years of experience in quality assurance, training, or a related field. - Strong skills in instructional design and adult learning principles. - Excellent written and verbal communication skills. - Proficiency in developing training materials and procedure documentation. - Ability to analyze data and assess training effectiveness. - Strong interpersonal skills and the ability to work collaboratively across teams. Bonus Points If You Have: - Experience working in a municipal or government environment. - Familiarity with customer service call center operations. - Certification in training or quality assurance (e.g., CPTM, Six Sigma). - Knowledge of ATL311 systems and processes. 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 positive impact on the community through quality customer service and training excellence.