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 effective governance and dedicated workforce development. 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 comprehensive training programs, and create clear procedural documentation to support continuous improvement. What You'll Do: - You will assess the training needs of ATL311 staff to identify skill gaps and development opportunities. - You will design and develop engaging training materials and methods tailored to diverse learning styles. - You will write and maintain detailed procedure manuals to standardize operations and improve service delivery. - You will deliver training sessions and workshops to enhance employee 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 support quality assurance efforts by analyzing customer feedback and operational data. - You will stay current with best practices in customer service and training methodologies. 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, with experience in manual and content creation. - Proficiency in using training software and tools, such as LMS platforms and presentation software. - Ability to analyze data and feedback to drive continuous improvement. - Strong interpersonal skills and the ability to work collaboratively across departments. Bonus Points If You Have: - Experience working in a government or public sector environment. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Familiarity with customer service call center operations. - 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? Interested candidates should submit their application through the City of Atlanta's official careers website. Please include a resume and cover letter outlining your qualifications and experience relevant to this role.