Hybrid DCS - Department of Customer Service/ATL311 Quality Assurance & Training Specialist at City of Atlanta

Position open until filled

Salary Range: $55,000.00 – $65,000.00 annually

General Description and Classification Standards

The ATL311 Quality Assurance and Training Specialist assesses training needs, develops training methods, writes procedure manuals, and presents information using a variety of techniques, including discussions, role playing, team exercises and visual materials. The Specialist will monitor, audit, and analyze inbound/outbound calls, Backoffice (offline) team cases and assess call center agent’s demeanor, technical accuracy, customer service, and conformity to ATL311 policies and procedures. The Quality Assurance and Training Specialist will be committed to improving customer experience by elevating our customer service representative’s knowledge and performance by delivering contextual feedback that inspires action. The Specialist will report directly to the Training and Quality Assurance Supervisor.

Supervision Received

This position reports to the ATL311 CSC Quality Assurance & Training Coordinator and receives guidance regarding overall mission, objectives, scheduling, and priorities.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Keeps training materials and content up to date, incorporating any changes in processes, services, or technology.  for designing, implementing, and delivering training programs that align with ATL311’s mission and objectives. 
• Works with end users to validate and test that training materials are integrated with system design and functionality. 
• Retrieves, organizes, analyzes, and synthesizes complex subject matter and assist in transforming it into instructional objectives that drives service levels, performance management, and easy-to-understand materials for specific audiences (Internal customers, Customer Service Representatives, Call Center Management, Supervisors). 
• Works with Departments (SMEs and POCs) to identify opportunities for process improvements and or learning objectives are being met; support the delivery of training internally to cover systems, SOPs, and back-office support processes. 
• Conducts quality assessment of Call Center Representatives through active call monitoring and evaluation forms. 
• Meets quantitative monitoring productivity goals. 
• Attends scheduled quality calibrations to ensure consistency in evaluations for consistent scoring. 
• Escalates performance concerns to management. 
• Helps foster a quality culture, in which all employees become actively engaged in guaranteeing quality service.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Effective communication skills, written and verbal.
• Ability to work independently and creatively.
• Ability to utilize analytical thinking to identify trends and take appropriate actions.
• Ability to use a proactive approach to bring about change and develop employees.
• Ability to be accountable and dependable.
• Ability to safeguard sensitive or confidential information.
• Ability to be agile and adaptable.
• Additionally, this role will conduct call monitoring and evaluating employee performance across all channels within the call center operations. 
• Performance monitoring and evaluations include telephone calls and the effective use of various technology systems including the ATLSERV CRM and other proprietary systems; as well as identifying trends and/or patterns and making recommendations accordingly.

Minimum Qualifications

Education and Experience 

1. Bachelor’s degree in public administration, Education, Communications, or related field. 
2. Three years of adult education experience which include planning, developing, conducting, and evaluating employee training and development programs, preferably in a call center.
3. Extensive knowledge using eLearning software, Microsoft Office Suite which includes but not limited to PowerPoint, Word, Excel, TEAMS and SharePoint.

Licensures and Certifications 

None Required

Preferred Requirements 

• 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.

Work Environment

This position may require working outside of normal operating hours, including evenings, weekends, holidays, and during inclement weather or City closures.

Work Schedule: This is a hybrid position. This position will work from home (remotely) as well as in the office. The schedule is an eight-hour shift between the hours of 7:00am – 7:00pm, Monday – Friday. 

Lifting Requirements

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law.  We value and encourage diversity in our workforce.

Responsibilities

Qualifications