What are the responsibilities and job description for the DCS - Department of Customer Service / ATL311 Quality Assurance & Training Specialist position at City of Atlanta?
Position open until filled
Salary Range : $55,000.00 – $65,000.00 annually
General Description and Classification Standards
A Call Center Trainer 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.
Supervision Received
The Training and Quality Assurance Specialist will report directly to the Training and Quality Assurance Supervisor, with support and guidance from the Training and QA Team Lead as well as the Customer Service Delivery Manager.
Essential Duties and Responsibilities The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
- This position is responsible for collaborating with the Training Manager and the Quality Assurance and Training team to develop training materials, modules, and resources tailored to the needs of our call center representatives.
- Keep 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.
- Work with end users to validate and test that training materials are integrated with system design and functionality.
- Retrieve, organize, analyze, and synthesize 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).
- Work 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.
- This position also conducts quality assessment of Call Center Representatives through active call monitoring and evaluation forms.
- Meet quantitative monitoring productivity goals.
- Attends scheduled quality calibrations to ensure consistency in evaluations for consistent scoring.
- Escalate performance concerns to management.
- Help foster a quality culture, in which all employees become actively engaged in guaranteeing quality service.
- Performs other duties as required.
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.
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
Salary : $55,000 - $65,000
