ATL311 Quality Assurance & Training Specialist

JOB DESCRIPTION

Position open until October 4, 2024

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

General Description and Classification Standards

The Quality Assurance (QA) Specialist will be responsible for ensuring the professionalism, productivity, and quality is being maintained and continuously improved for the Department of Customer Service (DCS) / ATL311.

The Quality Assurance 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 DCS policies and procedures.

The ATL311 Quality Assurance Specialist will be committed to improving the customer experience by elevating our customer service representative's knowledge and performance by delivering contextual feedback that inspires action.

Supervision Received

The 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.

RESPONSIBILITIES

Essential 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.

• Analyze and score live and pre-recorded contacts with a "voice / ear / eyes of the customer" mindset to objectively evaluate adherence to ATL311 standards related to the tone and content of interactions.
• Analyze and score live agent chats as well as cases created by ATL311 offline support teams.
• Assist with monthly QA calibration sessions.
• Work collaboratively with call center leadership and the ATL311 training team to develop and update training material to address any gaps discovered when completing quality assurance evaluations.
• Identify and escalate trends and re-occurring concerns of unsatisfactory quality assurance assessments for further review and analysis.
• Monitor customer complaints and feedback, ensuring consistency in the customer experience and quality standards.
• Assist with simulation calls for new hire, cross training, and refresh training.
• Provide support during new hire nesting, working with the Training Team to monitor new hire performance.
• Submit coaching feedback to agents and team leads in the call center.
• Meet quantitative monitoring productivity goals.
• Help foster a quality culture, in which all employees become actively engaged in guaranteeing quality service.
• Creation of spreadsheets, job aids, and training material as it relates to quality assurance.
• Maintain and update the Quality Assurance SharePoint site for customer service representatives to use as a resource.
• Ability to assist with training call center agents.

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 : 00 am - 7 : 00 pm, Monday - Friday.

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.

• Prior Quality Assurance and / or Call Center Lead role in a high-volume call center environment
• Excellent customer orientation with a strong ability to manage call quality and control.
• Excellent ability to actively listen and maintain a consistent positive customer experience.
• Extensive knowledge using the following software, Microsoft Office Suite which includes but not limited to PowerPoint, Word, Excel, TEAMS, and SharePoint.
• Excellent attention to detail, time management, and organizational skills.
• Excellent verbal and written communication skills.
• Strong critical thinking skills and the ability to find resourceful resolutions.
• Extremely reliable and dependable.

QUALIFICATIONS

Minimum Qualifications

Education and Experience

• High school diploma or equivalent required
• Prior Quality Assurance and / or Call Center Lead role in a high-volume call center environment
• Intermediate level of Microsoft Office Suite (i.e. Word, Excel, and Access), Visio and SharePoint.

Preferred Education & Experience

• Associate degree in communication, business, or related field preferred.
• One (1) year of supervisory experience
• Five (5) years of experience using call monitoring & training software; Five (5) years of customer service experience preferably in a call center environment
• Calabrio QM highly preferred
• Cisco Telephony System highly preferred
• One (1) year municipal government
• Expert experience level of Microsoft Suite, Visio, and SharePoint
• Bilingual Experienced in adult education and training

Licensures and Certifications

None required

Essential Capabilities and Work Environment

This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and / or times when the City would otherwise be closed.

It is the policy of the City of Atlanta ("COA") that qualified 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 further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process.

The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform 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 Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran's status or national origin, or any other basis prohibited by federal, state, or local law.

We value and encourage diversity in our workforce.