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

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 ex