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 the ATL311 department, you will play a critical 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 customer service teams to identify skill gaps and improvement opportunities. - You will develop and implement innovative training methods tailored to diverse learning styles and operational requirements. - You will write and update detailed procedure manuals to ensure consistency and clarity in service delivery. - You will present training sessions and workshops to staff, fostering a culture of continuous learning and development. - You will collaborate with department leaders to align training programs with organizational goals and customer service standards. - You will monitor and evaluate the effectiveness of training initiatives, making adjustments as needed to maximize impact. - You will support quality assurance efforts by conducting audits and providing feedback to improve service processes. - You will maintain accurate records of training activities and quality assessments for reporting and compliance purposes. What You Bring: - A minimum of 3 years of experience in quality assurance, training, or a related field, preferably within a customer service environment. - Strong knowledge of training development techniques and adult learning principles. - Excellent written and verbal communication skills, with the ability to create clear and engaging training materials. - Proficiency in using training software and tools, such as Learning Management Systems (LMS). - Strong analytical skills to assess training effectiveness and quality metrics. - Ability to work collaboratively with diverse teams and manage multiple projects simultaneously. Bonus Points If You Have: - Experience working in a municipal or government setting. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Familiarity with ATL311 or similar customer service platforms. - Bilingual skills or additional language proficiency. 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 within the City of Atlanta. - We offer a supportive and inclusive work environment that values diversity and teamwork. - We offer flexible work schedules and generous paid time off to support work-life balance. 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 our community through quality service and training excellence.