DCS - Department of Customer Service/ATL311 Quality Assurance & Training Specialist
About The Position
The ATL311 Call Center Training and Quality Assurance Specialist is responsible for assessing training needs, developing and delivering training programs, and conducting quality assurance evaluations to ensure consistent, high-quality customer service delivery. This role monitors and evaluates inbound and outbound calls, back-office cases, and multi-channel customer interactions to assess agent performance, technical accuracy, customer service standards, and adherence to ATL311 policies and procedures. The Specialist is committed to improving the customer experience by elevating Customer Service Representatives’ knowledge, skills, and performance through effective training and contextual, actionable feedback.
Responsibilities
- Assessing training needs
- Developing and delivering training programs
- Conducting quality assurance evaluations
- Monitoring and evaluating inbound and outbound calls
- Monitoring and evaluating back-office cases
- Monitoring and evaluating multi-channel customer interactions
- Assessing agent performance
- Assessing technical accuracy
- Assessing customer service standards
- Assessing adherence to ATL311 policies and procedures
- Improving the customer experience
- Elevating Customer Service Representatives’ knowledge, skills, and performance through effective training and contextual, actionable feedback
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
