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

Job Description

Salary Range: $55,000 - $65,000 annually

Position open until filled

General Description And Classification Standards

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.

Supervision Received

This position works collaboratively with the Training and Quality Assurance team and reports directly to the Training and Quality Assurance Supervisor.

Responsibilities

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

Training & Development

• 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.
  
  

Quality Assurance & Performance Monitoring

• 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
  
  

Collaboration, Reporting & Continuous Improvement

• 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.
  
  

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.

Qualifications

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.

• 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
  
  

Minimum Qualifications

Education and Experience

• 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.
  
  

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.
• Experience in adult education and training.
  
  

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, requiring both remote and in-office work.
• The position works an eight-hour shift between the hours of 7:00 a.m. – 7:00 p.m., Monday through Friday.
• Occasional schedule adjustments may be required to support operational needs.
  
  

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.