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 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 effective training programs, and maintain comprehensive procedure manuals 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 implement training methods tailored to diverse learning styles and operational requirements. - You will write and update detailed procedure manuals to standardize processes and enhance service quality. - You will deliver engaging training sessions and presentations to staff at various levels. - You will monitor and evaluate the effectiveness of training programs and recommend improvements. - You will collaborate with department leaders to align training initiatives with organizational goals. - You will analyze customer service data to identify trends and areas for quality enhancement. - You will support the development of quality assurance protocols to maintain high service standards. What You Bring: - Minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong knowledge of adult learning principles and instructional design techniques. - 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 generate actionable insights to improve training outcomes. - Strong interpersonal skills to effectively engage with diverse teams and stakeholders. 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). - Familiarity with customer service operations and call center environments. - Bilingual abilities or experience working with diverse cultural groups. 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 difference in the community through quality service and training excellence.