Hybrid Customer Assurance & Quality Auditor

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

Job summary

The City of Atlanta is seeking a DWM Customer Assurance Specialist (OCCBS) to audit service requests, review internal controls, and identify efficiency improvements across departments. You will monitor quality and ensure compliance with standards while supporting customer experience from start to finish.

The role requires a high school diploma and 5–10 years resolving customer complaints, with a hybrid work arrangement in Atlanta. In-person four days per week and one remote day may apply.

Qualifications

• High school diploma or equivalent required.
• 5–10 years of experience resolving customer complaints in a professional setting.
• Associates degree in business or related field preferred.

Responsibilities

• Serves as a representative and 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 knowledge of policies and procedures related to auditing processes.

Skills

Quality assurance

Customer service

Data analysis

Documentation

Communication

Root cause analysis

Education

High school diploma

Associates degree (business or related) preferred

Tools

Enquesta

Hansen

Siebel

Job description

The City of Atlanta is seeking a DWM Customer Assurance Specialist (OCCBS) to audit service requests, review internal controls, and identify efficiency improvements across departments. You will monitor quality and ensure compliance with standards while supporting customer experience from start to finish.

The role requires a high school diploma and 5–10 years resolving customer complaints, with a hybrid work arrangement in Atlanta. In-person four days per week and one remote day may apply.