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 providing exceptional public services to its residents. With a focus on innovation and community engagement, the city strives to enhance the quality of life through effective governance and dedicated workforce. Role Overview: As a Quality Assurance and Training Specialist within the ATL311 department, you will play a critical role in ensuring high standards of customer service and operational excellence. Your expertise will help identify training needs, develop comprehensive training programs, and improve procedural documentation to support staff performance and customer satisfaction. What You'll Do: - You will assess training needs across the ATL311 department to identify skill gaps and areas for improvement. - You will develop and implement effective training methods tailored to diverse learning styles. - You will write and update procedure manuals to ensure clarity and consistency in service delivery. - You will present training sessions and workshops to staff, fostering a culture of continuous learning. - You will collaborate with department leaders to align training initiatives with organizational goals. - You will monitor and evaluate the effectiveness of training programs and make necessary adjustments. - You will support quality assurance efforts by conducting audits and providing feedback to improve customer interactions. - You will maintain accurate records of training activities and outcomes. What You Bring: - 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. - Detail-oriented with strong organizational and analytical skills. Bonus Points If You Have: - Experience working in a government or public service environment. - Familiarity with customer service platforms such as ATL311 or similar systems. - Certification in training or quality assurance (e.g., CPTD, Six Sigma). - Skills in data analysis and reporting to support quality improvement. What We Offer: - We offer a competitive salary range of $55,000 - $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? Submit your application through the City of Atlanta careers portal. Please include your resume and a cover letter outlining your qualifications and interest in the role. Applications will be accepted until the position is filled.