ATL311 Quality Assurance & Training Specialist
Company: City of Atlanta
Location: Atlanta
Posted on: May 1, 2024
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Job Description:
Salary Range: $50,000.00 - $65,000.00A 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 Under general supervision of
the Training and Quality Assurance Supervisor. -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. Create and conduct
instructional design training to ATL311 Customer Service Center
staff that produce clear and concise training materials that guides
staff development, on-boarding, and end-user-adoption. 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. Maintains and supports
revisions, updates, and reformatting of training curricula,
ensuring that all training materials are accurate and up-to-date
and are live documents. Performs other duties as required. Decision
Making Leadership Provided -Knowledge, Skills & Abilities This is a
partial listing of necessary knowledge, skills, and abilities
required to perform the job successfully. It is not an exhaustive
list. 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. -
Keywords: City of Atlanta, Atlanta , ATL311 Quality Assurance & Training Specialist, Other , Atlanta, Georgia
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