Atl311 Quality Assurance & Training Specialist

Salary: Commensurate with Experience

Posting is Open Until Filled

General Description and Classification Standards:

The Quality Assurance & Training Specialist will assist the Quality Assurance & Training Supervisor with the day-to-day responsibilities of managing the Quality Assurance & Training Program for the ATL311 Customer Service Center (CSC). This role will be responsible for 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. Additionally, this role has responsibility for the delivery of training of new hires at all levels of the organization, refresher, and remedial training addressing all City services handled by the ATL311 CSC. (Supervision Received). This position reports to the ATL311 CSC Quality Assurance & Training Supervisor. Receives guidance regarding overall mission, short and long-term objectives, scheduling, unusual priorities, and is expected to structure their workday to accomplish established goals for self. This is an entry level position and would not be considered management.

Essential Duties & Responsibilities: These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned. Perform quality audits across all channels within the call center operations, and technology systems including CRM and proprietary systems Coordinate call monitoring calibration sessions to ensure consistency in employee evaluations Participate in monthly employee coaching sessions Use trending data from quality audits to create one-on-one and/or group trainings to resolve training discrepancies Participate in team coaching and provide feedback to newly hired staff Update ATL311 CSC SharePoint site Participate in records management, maintaining QA & Training records, quality scores, and other related information Compile and report results of quality audits to CSC Management Team Prepare training delivery environment, and notify IT in advance of any issues or assistance that may be needed with internet, computers, software, etc. Collaborate on the content development of training material and job aids. Analyze data to determine the need to modify/add KA (knowledge articles) to the ATLSERV CRM. Decision Making Follows standardized procedures and written instructions to accomplish assigned tasks Applies organizational policies; recommend strategy or policy changes Leadership Provided Does not have formal supervisory authority over a work group; however, occasionally may act as the QA & Training Supervisor in the absence of the Supervisor.

Knowledge, Skills & Abilities:

Agile and adaptable Effective communication skills, written and verbal Demonstrated ability to work independently and creatively Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions Self-starter, self-motivated with demonstrated ability to work independently Take a proactive approach to bring about change, applying new ways to develop employees through improved and proven training methodologies Demonstrate accountability and dependability Ability to safeguard sensitive and/or confidential information

Minimum Qualifications:

Education and Experience: Associates Degree in Business Administration or Management, Operations Management, or related field. (Equivalent professional experience may be considered for substitution of the degree on an exception basis). Experience required: three (3) years of Call Management System.

Minimum of three (3) years’ experience using call monitoring and training software; 3 years of customer service experience preferably in a call center environment; intermediate level of Microsoft Office Suite (i.e., Word, Excel, and Access), Visio and SharePoint.