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

About the positionResponsibilities• 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