ATL311 Quality Assurance & Training Specialist

Salary Range: $55,000.00 - $65,000.00

Posting expires: September 13, 2024

General Description and Classification Standards:

A 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. The Training and Quality Assurance Specialist will report directly to the Training and Quality Assurance Supervisor, with support and guidance from the Training and QA Team Lead as well as the Customer Service Delivery Manager.

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. This position is responsible for collaborating with the Training Manager and the Quality Assurance and Training team to develop training materials, modules, and resources tailored to the needs of our call center representatives. Keep 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. 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. Performs other duties as required. Decision Making Leadership Provided

This position also conducts quality assessment of Call Center Representatives through active call monitoring and evaluation forms. Meet quantitative monitoring productivity goals. Attends scheduled quality calibrations to ensure consistency in evaluations for consistent scoring. Escalate performance concerns to management.Help foster a quality culture, in which all employees become actively engaged in guaranteeing quality service.

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.

Minimum Qualifications: Education and Experience Bachelor’s degree in Business or Public Administration, Education, Communications, or related field. Two years of adult education experience which include planning, developing, conducting, and evaluating employee training and development programs, preferably in a call center environment or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Supervisory experience preferred. Extensive knowledge using eLearning software, Microsoft Office Suite which includes but not limited to PowerPoint, Word, Excel, TEAMS and SharePoint.

Preferred Education & Experience: Licensures and Certifications Essential Capabilities and Work Environment Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental



Closing Date/Time: 2024-09-13

55,000

Atlanta, Georgia United States View Map