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 high standards of customer service and operational excellence. You will assess training needs, develop effective training programs, and create comprehensive procedure manuals to support staff development and service quality. What You'll Do: - You will assess the training needs of ATL311 staff to identify skill gaps and improvement areas. - 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 present training sessions and workshops to enhance staff knowledge and performance. - 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 maintain up-to-date knowledge of best practices in customer service and quality assurance. - You will support continuous improvement efforts by providing feedback and coaching to staff. What You Bring: - Minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong knowledge of customer service principles and quality assurance methodologies. - Excellent written and verbal communication skills, with experience in manual and content creation. - Proficiency in training software and presentation tools such as Microsoft Office and LMS platforms. - Ability to analyze data and feedback to measure training effectiveness. - Strong interpersonal skills and the ability to engage and motivate diverse teams. 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 ATL311 or similar 311 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 work-life balance. - We offer generous paid time off and retirement benefits. Ready to Apply? Please submit your resume and cover letter through the City of Atlanta's official careers website. Applications will be accepted until the position is filled. We look forward to your application and the possibility of you joining our dedicated team.