ATL311 Quality Assurance & Training Supervisor

Company: City of Atlanta
Location: Atlanta
Posted on: April 15, 2024

Job Description:

Salary Range: $50,668.00 - $75,000.00The Training and Quality Assurance Supervisor oversees the training and quality assurance team. The Training Manager supports the planning, assessing, and administering of programs that improve the productivity, skills, and knowledge of the Department of Customer Service/ATL311. The Training Manager is responsible for assessing the need to drive training initiatives and identify and arrange suitable training solutions for staff. This position actively searches, creatively designs, and implements effective methods to educate, enhance and recognize performance. The Training Manager reports to the Director of Customer Service Delivery. -This full-time exempt position supports a Customer Service Center (CSC) that may require working extended hours such during declared emergencies and mandated events.Essential FunctionsThe duties of the Training & QA Manager include:

• Analyze and assess areas to design new training programs or modify and improve existing programs.
• Develop methods and conduct follow-up to determine training quality and effectiveness.
• Conduct general and specialized training sessions as required including new agent training, staff orientation, refresher training, and more.
• May train assigned instructors in techniques or training in both general and specialized areas.
• Supervise new agent trainees during a six-week training process.
• Maintain a database to track all training received by staff
• Maintain and develop relationships with City of Atlanta subject matter experts to facilitate a broad range of training and workshops for the CSC.
• Support and develop organizational communication tools such as newsletters to ensure employees have knowledge of training and development activities and processes.
• Obtain and develop effective training materials and resources utilizing a variety of media to improve performance through diverse learning opportunities.
• Support employee development efforts and annual performance review process.
• Coordinate special development projects and initiatives.
• Serve as a member of management team
• Work well as a team member with other members of management and the CSC.
• Analyze and assess the Quality Assurance forms and processes.
• Ensures the Training and QA team effectively monitor agents daily. -

Keywords: City of Atlanta, Sandy Springs , ATL311 Quality Assurance & Training Supervisor, Other , Atlanta, Georgia