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 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 by assessing training needs, developing effective training programs, and creating comprehensive procedure manuals. Your work will directly impact the quality and consistency of service delivery to the community. What You'll Do: - You will assess the training needs of ATL311 staff to identify gaps and opportunities for improvement. - 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 support staff development. - You will present training sessions and workshops to enhance employee skills and knowledge. - 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 up-to-date knowledge of best practices in customer service and quality assurance. - You will support continuous improvement efforts by gathering feedback and analyzing performance data. What You Bring: - A minimum of 3 years of experience in training development, quality assurance, or a related field. - Strong 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 assess training effectiveness. - Excellent interpersonal skills 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). - Knowledge of customer service best practices and complaint resolution. - Familiarity with ATL311 operations or similar call center environments. 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 generous paid time off and retirement benefits. Ready to Apply? 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.