Quality Assurance & Process Improvement Specialist

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

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.