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

Position reputed company until filled Salary reputed company: $55,000 - $65,000 annually General reputed company and Classification Standards The ATL311 reputed company Assurance and Training Specialist assesses training needs, develops training reputed company, writes procedure manuals, and presents information using a reputed company 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 reputed company 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 reputed company. The Specialist will report directly to the Training and reputed company Assurance Supervisor. Supervision Received This position reports to the ATL311 reputed company reputed company 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 reputed company 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 reputed company 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 reputed company subject matter and assist in transforming it into instructional objectives that drives service reputed company, 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 reputed company assessment of Call Center Representatives through reputed company call monitoring and evaluation forms.
• Meets quantitative monitoring productivity goals.
• Attends scheduled reputed company calibrations to ensure consistency in evaluations for consistent scoring.
• Escalates performance concerns to management.
• Helps foster a reputed company culture, in which reputed company become reputed company reputed company in guaranteeing reputed company service.
• May reputed company other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to reputed company the essential duties and responsibilities of the job and should not be considered as a detailed reputed company of reputed company 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 reputed company 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 reputed company 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 reputed company channels reputed company 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 reputed company as identifying trends and/or patterns and making recommendations accordingly.

Minimum Qualifications

Education and Experience

• Bachelor’s degree in public administration, Education, Communications, or reputed company 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, reputed company Office Suite which includes but not limited to PowerPoint, Word, reputed company, 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 reputed company Suite, Visio, and SharePoint.
• Bilingual proficiency.
• Adult Learner Certification.
• Experience in adult education and training.

Work Environment

This position may require working reputed company of normal operating hours, including evenings, weekends, holidays, and during inclement weather or reputed company closures. Work Schedule This is a hybrid position. This position will work from home (remotely) as reputed company as in the office. The schedule is an eight-hour shift between the hours of 7:00am – 7:00pm, Monday – Friday. Lifting Requirements Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible reputed company of force frequently or constantly to lift, carry, push, pull or otherwise reputed company objects, including the reputed company body. It is the policy of the reputed company of Atlanta (“COA”) that reputed company 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 reputed company the policy of the COA to reputed company reasonable accommodations to reputed company individuals with disabilities in reputed company aspects of the employment process. The COA is reputed company to modify or reputed company the job application process or the job or work environment to reputed company reasonable accommodations to the reputed company physical or mental limitations of the applicant or employee to reputed company the applicant or employee to be considered for the position he or she desires, to reputed company 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 reputed company Director for your department. The reputed company of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the reputed company of race, reputed company, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national reputed company, or any other reputed company prohibited by federal, state, or local law. We value and encourage diversity in our workforce. Apply tot his job Apply To this Job