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 departments like ATL311, which serves as a critical point of contact for citizen services. Role Overview: As a Quality Assurance and Training Specialist within the ATL311 department, you will play a pivotal 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 department to identify skill gaps and improvement opportunities. - You will develop and implement innovative training methods tailored to diverse learning styles. - You will write and update detailed procedure manuals to ensure consistency and clarity in operations. - You will present training sessions and informational workshops to staff at various levels. - You will collaborate with department leaders to align training programs with organizational goals. - You will monitor and evaluate the effectiveness of training initiatives and recommend enhancements. - You will support quality assurance processes by reviewing service delivery and identifying areas for improvement. - You will maintain accurate records of training activities and outcomes. What You Bring: - A minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong knowledge of instructional design and adult learning principles. - Excellent written and verbal communication skills. - Proficiency in creating training materials and procedure documentation. - Ability to present information clearly and engage diverse audiences. - Strong organizational skills and attention to detail. Bonus Points If You Have: - Experience working in a government or public service environment. - Familiarity with customer service call center operations. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Proficiency with e-learning platforms and digital training tools. 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 join the City of Atlanta team as a Quality Assurance and Training Specialist, please submit your application through the official City of Atlanta careers website. Applications will be accepted until the position is filled. We look forward to reviewing your qualifications and welcoming you to our team.