DCS - Department of Customer Service/ATL311 Quality ...

Salary Range: $55,000 - $65,000 annually Position open until filled General Description and Classification Standards The ATL311 Call Center Training and Quality Assurance Specialist is responsible for assessing training needs, developing and delivering training programs, and conducting quality assurance evaluations to ensure consistent, high-quality customer service delivery. This role monitors and evaluates inbound and outbound calls, back-office cases, and multi-channel customer interactions to assess agent performance, technical accuracy, customer service standards, and adherence to ATL311 policies and procedures. The Specialist is committed to improving the customer experience by elevating Customer Service Representatives' knowledge, skills, and performance through effective training and contextual, actionable feedback. Supervision Received This position works collaboratively with the Training and Quality Assurance team and reports directly to the Training and Quality Assurance Supervisor.

Created: 2026-04-02