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

About the position Responsibilities • Keeps training materials and content up to date, incorporating any changes in processes, services, or technology. • 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 assists in transforming it into instructional objectives. • Works with Departments (SMEs and POCs) to identify opportunities for process improvements and ensure learning objectives are met. • 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. • 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. Requirements • 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. Nice-to-haves • 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. Apply tot his job Apply To this Job