DWM Customer Assurance Specialist (OCCBS)

City of Atlanta; Atlanta (GA); Hybrid; USD 51,000 - 54,000; Full time

Job summary

The City of Atlanta is seeking a Customer Assurance Specialist to audit service requests, review internal controls, and identify process improvements. You will monitor quality and accuracy, respond to inquiries, and ensure compliance with standards across departments.

Hybrid work is required, with in-person work at city facilities several days per week. Ideal candidates have 5–10 years in customer service resolutions and strong analytical and communication skills.

Qualifications

• High school diploma required; 5–10 years resolving customer complaints.
• Associates degree preferred; experience with quality assurance a plus.
• Strong written and verbal communication and data entry skills.

Responsibilities

• Represents department for customer service-related concerns.
• Interprets and implements quality assurance standards.
• Evaluates adequacy of QA standards and documents audits.
• Analyzes data to identify improvements in quality systems.
• Investigates customer complaints and non-conformance issues.
• Coordinates site visits and prepares outcomes reports.
• Monitors compliance with QA and regulatory requirements.
• Maintains knowledge of policies and procedures related to auditing.

Skills

Customer Service

Analytical thinking

Attention to detail

Written and verbal communication

Team collaboration

Root cause analysis

Education

High school diploma

Associates degree in business or related field

Tools

Enquesta

Hansen

Siebel

Job description

Salary range: $51,035 - $54,080

General Description and Classification Standards:

The Customer Assurance Specialist is responsible for auditing the accuracy and timeliness of service request on behalf of the assigned department. Responsible for periodic review of departmental internal control procedures. Reviews business processes in order to identify and recommend process improvements that will increase efficiencies and/or accuracy of service requests, etc. Responsible for ensuring customer service meets the established standards of excellence. Monitors performance by measuring both quality and accuracy in our department. Ensures the handling of inquiries from initiation to completion.

Job Description

Posting expires: October 18, 2026

Salary range: $51,035 - $54,080

General Description and Classification Standards:

The Customer Assurance Specialist is responsible for auditing the accuracy and timeliness of service request on behalf of the assigned department. Responsible for periodic review of departmental internal control procedures. Reviews business processes in order to identify and recommend process improvements that will increase efficiencies and/or accuracy of service requests, etc. Responsible for ensuring customer service meets the established standards of excellence. Monitors performance by measuring both quality and accuracy in our department. Ensures the handling of inquiries from initiation to completion.

Supervision Received:

Direction received is very general and focuses on the end results and establishing/ensuring the customer service experience is a positive one.

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Serves as a representative and a point of contact for assigned department for customer service-related concerns.
• Interprets and implements quality assurance standards.
• Evaluates adequacy of quality assurance standards.
• Documents internal audits and other quality assurance activities.
• Analyzes data to identify areas for improvement in the quality system.
• Investigates customer complaints and non-conformance issues.
• Coordinates and performs site visits when necessary.
• Develops, recommends, and monitors corrective and preventive actions.
• Prepares reports to communicate outcomes of quality activities.
• Ensures ongoing compliance with quality and industry regulatory requirements.
• Maintains a working knowledge of all Customer and Business Services policies and procedures in existing business systems related to the auditing process.
• Recommends changes to audit tools or methods based on policy, procedure, and/or system changes
• Participates in special projects and must perform other duties as required or assigned.
• Within Department policy, recommends best processes for record-keeping, analysis, information storage, employee training and monitoring, and other department operations.
• Performs records research to document project history compliance.
• Operates office equipment including computers and supports word processing, spreadsheet, and database applications.
• Troubleshoots technical difficulties.
• Reviews pertinent information at the public counter in order to verify accuracy completeness, and compliance with established codes, ordinances, policies, and procedures.
• May lead or instruct less experienced workers in understanding the business process etc.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of processes/procedures.
• Knowledge of spreadsheets, word processing and data entry.
• Critical thinking skills and attention to detail across the value stream.
• Organizational and time management skills.
• Demonstrated skill in Customer Service.
• Skill in utilizing various software systems such as Enquesta, Hansen, and Siebel Travel Requirements.
• Ability to perform each essential duty satisfactorily.
• Ability to objectively focus on process/procedural adherence and customer experience
• Ability to build effective professional relationships with the leadership team to foster a collaborative approach to escalating critical issues, analysis and action planning
• Ability to meet deadlines and manage competing priorities.
• Ability to effectively communicate in writing and verbally with all levels of the organization.
• Ability to facilitate small teams in root causes analysis.

Minimum Qualifications:

Education and Experience -

• High school diploma
• 5 -10 years of experience resolving customer complaints in a professional setting

Licensures and Certifications -

Preferred Requirements - Associates degree in business or related field preferred

Work Environment:

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements:

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Work Schedule:

This position follows the City’s hybrid work schedule policy as assigned by the Department of Human Resources Commissioner and requires in-person work at City worksites/facilities at least four (4) days per week, with the option to work remotely one (1) day per week, based on eligibility, departmental needs, and supervisor approval. The hybrid work schedule is subject to change at any time to five (5) days in-person work.

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.