Call Center Quality Improvement Specialists

About the role

A Call Center Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. This role is key to shaping an exceptional experience by strengthening training, streamlining processes, and ensuring consistent, high-quality service across the Customer Relations division.

Responsibilities

• Perform & score quality call evaluations for call center representatives using the defined call model and identify gaps, performance trends and training opportunities
• Identify training needs across Customer Relations teams and deliver effective training on new systems, process updates, and best practices
• Develop and execute reporting requirements using system data and data analysis for multiple functions. Analyze reports for trends and training/performance gaps and make recommendations for actions
• Provide subject matter expertise to all Water Department areas for a wide variety of new software & system updates, including developing requirements, developing and executing user acceptance testing, and managing issues internally and with the appropriate vendor

Requirements

• High school diploma/GED
• Three (3) years of related customer service experience, preferably in a call center environment

Preferred Qualifications

• Proficient with AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems, and ACD Call Management systems
• Intermediate or Advanced Excel skills for reporting and data analysis
• Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience
• Skilled in call quality monitoring and delivering coaching feedback
• Experienced in developing training material and facilitating training sessions
• Strong background in researching and resolving complex customer account issues

Qualifications

• High school diploma/GED
• Three (3) years of related customer service experience, preferably in a call center environment

Benefits

• 11 Paid Holidays
• Medical
• Dental
• Vision
• Paid Time Off
• Pension Plan
• Professional Development Opportunities

Pay

Pay Range: $47,632 - $59,539/annually; $22.90 - $28.62/hourly

Schedule

Workdays & Hours: Monday – Friday 8:00am – 5:00pm; Some evening/weekend work required.

Conditions of Employment

• The City of Fort Worth is proud to be an Equal Employment Opportunity employer.
• The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.

Working Conditions and Physical Demand

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions. Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Criminal Background Check

Employees are paid by direct deposit only.

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