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 the highest standards of customer service by assessing training needs, developing effective training programs, and maintaining comprehensive procedure manuals. Your work will directly impact the efficiency and quality of service delivery to the community. What You'll Do: - You will assess the training needs of ATL311 staff to identify skill gaps and areas for improvement. - You will develop and implement training methods tailored to diverse learning styles and operational requirements. - You will write and update detailed procedure manuals to standardize processes and ensure consistency. - You will present training sessions and workshops to staff, utilizing various instructional techniques. - 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 improvements. - You will maintain accurate records of training activities and participant progress. - You will support continuous quality improvement efforts within the customer service department. What You Bring: - A minimum of 3 years of experience in quality assurance, training, or a related field. - Strong knowledge of training development methodologies and instructional design. - Excellent written and verbal communication skills for creating manuals and delivering presentations. - Proficiency with training software and tools, including Learning Management Systems (LMS). - Ability to analyze data and feedback to improve training effectiveness. - Strong organizational skills and attention to detail. Bonus Points If You Have: - Experience working in a municipal or public sector environment. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Familiarity with customer service operations and call center environments. - Skills in multimedia content creation for training purposes. 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.