Quality Improvement Specialist
About the role
A Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. You will work as a direct report to the Customer Service Supervisors and assist in managing the daily activities of Sr. Customer Service Representatives and Customer Service Representative I on our Call Center Teams.
Responsibilities
- Work in a Team Lead capacity and provide support to the Call Center Representatives with questions, customer escalations and general guidance.
- Conduct additional research and follow-up on customer accounts.
- Engage in daily interaction with Supervisors for developing and mentoring Sr. Call Center Representatives and Customer Service Representative I.
- Daily interaction with the Sr Call Center Representatives to assist, motivate, call-quality monitor, team build, and provide supplemental phone coverage as needed.
- Provide supplemental supervisory coverage as needed
Requirements
- High school diploma/GED
- Three (3) years of related customer service experience
Qualifications
- Preferred qualifications include:
- Working knowledge of AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems and ACD Call Management systems
- Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience
- Previous experience performing call quality monitoring and providing coaching feedback
- Experience conducting extensive account research and analysis on complex customer issues
- Bilingual English/Spanish
Benefits
- 11 Paid Holidays
- Medical
- Dental
- Vision
- Paid Time Off
- Pension Plan
- Professional Development Opportunities
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.
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.