Quality Assurance & Training Manager (Mgr 2)

About the role

Seattle Public Utilities (SPU) is recruiting for a Quality Assurance (QA) & Training Manager within its Customer Care Division. The QA function operates independently from technical business support roles, focusing on evaluating service delivery, supporting staff development through targeted training, and driving customer service improvements based on performance data, as well as employee and customer feedback.

Responsibilities

• Lead ongoing development and refinement of the QA and training program, including its structure, tools, and standards, while establishing priorities aligned with divisional service and operational goals.
• Responsible for shaping and advancing service quality and performance practices by developing and implementing policies that guide evaluation approaches, employee development, and training alignment across operational units.
• Advise leadership through clear, data-informed recommendations.
• Supervise a team of eight (8) professional staff responsible for quality assurance, performance analytics, employee training, and change enablement across the Customer Care Division, with the potential for growth based on evolving divisional needs.
• Prioritize alignment of service expectations, sharing performance insights, and supporting continuous improvement efforts.
• Oversee monitoring tools, scoring methodologies, and systems used for QA to ensure accuracy, consistency, and meaningful performance evaluation.
• Ensure equitable service delivery by integrating equity considerations into evaluation practices, training approaches, and performance expectations.
• Collaborate with IT and Business Support when tools, technology solutions, or process redesign efforts related to QA findings or improvement opportunities.

Qualifications

• Five (5) years of experience in customer experience operations, performance and/or program management, quality control/analysis, or related field, including prior supervisory experience.
• Bachelor’s degree in business administration, public administration, or related field OR two (2) additional years of relevant experience.
• Proven track record of building strong rapport with internal/external stakeholders.
• Familiarity with billing systems.
• Extensive leadership and team-building experience.
• Experience with analyzing data/information and contributing to process improvement.
• Experience with quality assurance methodologies or service evaluation practices.
• Demonstrated ability to develop or support training and employee development programs.
• Experience leading process improvement efforts using data, as well as employee and customer feedback.