Call Center Quality Improvement Specialists

1 hour, 58 minutes ago
Remote
Full-time
Mid Level
Quality Assurance and Testing
City of Fort Worth

City of Fort Worth

The City of Fort Worth, Texas, ranked as the 13th largest and one of the fastest-growing cities in the U.S., provides a wide range of services to its more than 900,000 residents. From official news updates to community events and government administrat...

Specialized Consumer Services
1K-5K
Founded 1849

Description

  • Perform and score quality call evaluations for call center representatives and identify performance trends, gaps, and training opportunities.
  • Identify training needs across Customer Relations teams and deliver training on new systems, process updates, and best practices.
  • Develop and execute reporting requirements using system data for multiple functions and analyze results for trends and improvement actions.
  • Provide subject matter expertise on software and system updates across Water Department areas.
  • Develop requirements for new systems and support user acceptance testing.
  • Manage issues internally and coordinate with the appropriate vendor during system implementations and updates.
  • Partner with staff, consultants, managers, and supervisors to support daily operations and continuous improvement efforts.
  • Research and help resolve complex customer account issues as needed.

Requirements

  • High school diploma or GED.
  • Three years of related customer service experience, preferably in a call center environment.
  • Proficiency 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 in a leadership or training capacity, including analyzing data and communicating findings to an audience.
  • Experience with call quality monitoring and delivering coaching feedback.
  • Experience developing training materials and facilitating training sessions.
  • Strong background in researching and resolving complex customer account issues.
  • Candidates who do not meet the education requirement may be considered if they have more relevant work experience than the position requires.
  • Ability to pass pre-employment checks, which may include a criminal background check, drug screen, and education verification.

Benefits

  • Pay range of $47,632 to $59,539 annually, or $22.90 to $28.62 hourly.
  • 11 paid holidays.
  • Medical, dental, and vision insurance.
  • Paid time off.
  • Pension plan.
  • Professional development opportunities.
  • Full-time temporary position approved through February 29, 2028, with continued employment based on funding availability.

Interested in this position?

Apply directly on the company website

Apply Now

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