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 effective governance and dedicated workforce development. 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 comprehensive training programs, and create clear procedural documentation to support continuous improvement across departments. What You'll Do: - You will assess and identify training needs across various customer service teams. - You will develop and implement effective training methods tailored to diverse learning styles. - You will write and maintain detailed procedure manuals and training materials. - You will deliver engaging training sessions and workshops to staff at all levels. - You will monitor and evaluate the effectiveness of training programs and suggest improvements. - You will collaborate with department leaders to align training initiatives with organizational goals. - You will analyze customer service data to identify quality assurance opportunities. - You will support the ATL311 team in maintaining compliance with city policies and standards. What You Bring: - Minimum of 3 years of experience in quality assurance, training, or a related field. - Strong knowledge of training development and instructional design principles. - Excellent written and verbal communication skills. - Proficiency in creating clear and concise procedural documentation. - Ability to present information effectively to diverse audiences. - Strong analytical and problem-solving skills. Bonus Points If You Have: - Experience working in a government or public sector environment. - Familiarity with customer service software and CRM systems. - Certification in training or quality assurance (e.g., CPTM, Six Sigma). - 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 diversity. - We offer flexible work schedules and generous paid time off. 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!