Quality Assurance Coordinator

City of Georgetown • Full-time • Georgetown, Texas, United States • $53.75k - $67.33k / year • 1m ago

In collaboration with the Director and Contact Center Managers, the Quality Assurance (QA) Coordinator is responsible for overseeing, designing, implementing, and managing the quality assurance and training programs for the Customer Care Call Centers (Utility and askGTX). This role focuses on ensuring alignment with the operational goals of the call center, maintaining high-quality service standards, and fostering continuous improvement.

The QA Coordinator will work closely with the Utility Contact Center and the askGTX Contact Center Managers and supervisors to develop performance metrics, deliver effective training programs, and support the professional growth of customer service representatives (CSRs). By coordinating efforts across teams, the QA Coordinator will ensure the seamless execution of quality assurance initiatives and training programs that enhance service delivery and operational performance.

Applicants are required to attach a resume.

ESSENTIAL FUNCTIONS:

Training Development and Delivery:

Design, implement, and manage training programs for CSRs to enhance service delivery and operational efficiency.
Deliver ongoing training sessions on new processes, customer service skills, and performance improvements.
Assess training effectiveness through evaluations and adjust programs to align with performance goals.

Performance Metrics Management:

Develop, monitor, and maintain performance metrics in collaboration with the Utility Call Center and AskGTX teams to ensure team success and accountability.
Analyze key performance indicators (KPIs) to identify trends, strengths, and areas for improvement.
Create comprehensive performance reports and provide actionable insights to managers and supervisors.

Collaboration and Leadership:

Partner with supervisors and managers to align training and quality assurance efforts with overall call center goals.
Work closely with both call centers to optimize processes and deliver consistent quality outcomes for both contact centers.
Support a positive, customer-focused culture within the call center through coaching and team-building activities.

Quality Assurance:

Conduct regular call reviews and audits to ensure compliance with service standards and policies.
Provide actionable feedback to staff to enhance service delivery and address performance gaps.
Develop and maintain QA frameworks that drive continuous improvement and customer satisfaction.
Contribute to the development of long-term QA strategies that support organizational growth.

Process Improvement:

Identify opportunities to enhance operational efficiency and service delivery.
Implement best practices and innovations in training, quality assurance, and call center management.
Recommend and implement tools and technologies to improve the training process and performance tracking.

MINIMUM QUALIFICATIONS:

Education, training and Experience Guidelines

High School Graduate or Equivalent and five (5) years of relevant experience in customer service management, project management, and/or administrative management, including supervisory responsibility.

Bachelor's Degree in business, records/information management, communications, public administration or related field from an accredited school or university. Three (3) years experience in the functional areas of customer service management, project management, and/or administrative management, including supervisory responsibility.

Municipal experience is preferred.

Knowledge of:

Customer information/relationship management
Project management
Contact center technologies
Performance metrics
Presentation requirements and methods
Lean and continuous improvement best practices
Cisco reporting

Skills in:

Analyzing data problems and identifying alternative solutions
Implementing policies and procedures
Effective communication
Establishing and maintaining effective working relationships with employees, management, and the general public
Leading Fusion Teams
Working with enterprise software systems (Cisco Phones, CIS, CRM, etc.).

Key Competencies:

Effective Communicator
Team Builder
Strategic Thinker
Results Oriented
Problem Solver and Decision Maker
Planner and Organizer
Technically Knowledgeable

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class C Texas driver's license

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Sufficient physical ability to work in an office setting; sit, stand, walk, reach, twist, turn, kneel, bend, squat, and/or stoop for prolonged periods of time; perform duties requiring grasping, repetitive hand movement, and fine coordination; and operate office equipment.

Hiring Range:$53,747.72 - $67,329.60, annually.

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