DCS - Department of Customer Service/ATL311 Quality Assurance & Training Specialist

City of Atlanta•Atlanta, GA

27d•$55,000 - $65,000•Hybrid

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.

Requirements

Knowledge of call center training and quality assurance best practices
Ability to conduct performance monitoring and evaluations across multiple service channels
Strong analytical skills with the ability to identify trends and recommend improvements
Excellent written and verbal communication skills
Strong facilitation, coaching, and feedback delivery skills
Proficiency in eLearning platforms and instructional design tools
Working knowledge of CRM systems and call monitoring technologies
Proficiency in Microsoft Office Suite, including PowerPoint, Word, Excel, Teams, and SharePoint
Bachelor’s degree in public administration, Education, Communications, or related field.
Three years of adult education experience which include planning, developing, conducting, and evaluating employee training and development programs, preferably in a call center.
Extensive knowledge using eLearning software, Microsoft Office Suite which includes but not limited to PowerPoint, Word, Excel, TEAMS and SharePoint.

Nice To Haves

One (1) year of supervisory experience.
Five (5) years of adult education experience which include planning, developing, conducting, and evaluating employee training and development programs, preferably in a call center.
Expert experience level proficiency in Microsoft Suite, Visio, and SharePoint.
Bilingual proficiency.
Adult Learner Certification.
Experience in adult education and training.

Responsibilities

Assess training needs and design, implement, and deliver training programs aligned with ATL311’s mission, service standards, and operational objectives.
Develop and maintain training materials, modules, job aids, procedure manuals, and reference guides using a variety of instructional techniques, including classroom instruction, virtual learning, role playing, team exercises, and visual materials.
Keep training content current by incorporating updates to policies, procedures, services, systems, and technology.
Collaborate with subject matter experts (SMEs), departments, and points of contact (POCs) to ensure training materials accurately reflect service expectations and operational requirements.
Translate complex subject matter into clear, audience-specific instructional objectives and materials for internal stakeholders, Customer Service Representatives, Supervisors, and Management.
Validate and test training materials with end users to ensure alignment with system design, functionality, and workflows.
Support internal training delivery related to systems, standard operating procedures (SOPs), and back-office support processes.
Conduct quality assessments of Customer Service Representatives through active monitoring and evaluation of inbound and outbound calls, back-office cases, and other customer interaction channels.
Evaluate employee performance based on demeanor, technical accuracy, customer service skills, and compliance with ATL311 policies and procedures.
Meet established quantitative monitoring and productivity goals.
Identify performance trends, patterns, and root causes; document findings and make data-driven recommendations for improvement.
Participate in scheduled quality calibration sessions to ensure consistency, fairness, and accuracy in evaluations and scoring.
Escalate performance concerns and quality issues to management as appropriate.
Help foster a quality-focused culture in which employees are actively engaged in delivering consistent, high-quality service
Retrieve, organize, analyze, and synthesize performance and quality data to support training effectiveness and service improvement initiatives.
Collaborate with the Training Manager, Training and Quality Assurance Supervisor, and team members to align training and QA efforts with performance management goals.
Support continuous improvement initiatives by identifying opportunities for process improvements and ensuring learning objectives are met.
Utilize CRM systems and other proprietary technologies, including ATLSERV CRM, to conduct evaluations, track performance, and document results.
May perform other duties as assigned.