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. Our Department of Customer Service (DCS) is dedicated to enhancing citizen engagement and ensuring high-quality service delivery through innovative solutions and continuous improvement. Role Overview: As a Quality Assurance and Training Specialist within ATL311, you will play a critical role in assessing training needs, developing effective training programs, and ensuring consistent quality standards across customer service operations. Your work will directly impact the efficiency and satisfaction of both employees and the public. What You'll Do: - You will assess training needs by analyzing service quality and identifying areas for improvement. - You will develop and implement comprehensive training methods tailored to diverse learning styles. - You will write clear, detailed procedure manuals and training materials to support staff development. - You will present training sessions and workshops to employees, ensuring engagement and knowledge retention. - You will monitor and evaluate the effectiveness of training programs and make necessary adjustments. - You will collaborate with department leaders to align training initiatives with organizational goals. - You will conduct quality assurance audits to maintain high standards in customer service delivery. - You will provide ongoing support and coaching to staff to foster continuous improvement. What You Bring: - A 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 creating training materials. - Proficiency in using training software and tools, such as Learning Management Systems (LMS). - Ability to analyze data and feedback to drive training improvements. - Strong interpersonal skills and the ability to engage and motivate diverse teams. 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 ATL311 or similar customer service platforms. - 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? To join our team and contribute to enhancing customer service quality in the City of Atlanta, please submit your resume and cover letter through the City of Atlanta careers portal. Applications will be accepted until the position is filled.