Are you interested in improving customer and employee experience? Seattle Public Utilities (SPU) is recruiting for a Quality Assurance (QA) & Training Manager within its Customer Care Division. In this role, you will lead the QA & Training program across five major functional areas: Contact Center, Meter Reading, Utility Account Services, Customer Account & Billing, and Affordability Programs.
The QA function operates independently from technical business support roles, with a primary focus 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. However, the QA & Training Manager and team will also work closely with the Business Support team to understand and share objectives, align on data, and collaborate on process improvements. While the core job functions and responsibilities are defined in this role, there will be opportunities to redesign and establish new standards and guidelines that are tailored to the needs of each business area.
The primary focus of the QA function is 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. You’ll play an impactful role in ensuring that employees consistently meet service expectations and deliver accurate, timely, and respectful service to customers.
About Seattle Public Utilities: SPU is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU's work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about SPU, check out the:
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.
Why Join Our Team?
We know work isn't only about what you do it's also about who you work for and with! SPU provides a fun and family friendly work environment that supports a work life balance, including:
- Hybrid work schedule opportunities
- Family-friendly and multicultural work environment
- Generous benefits package
- Free Orca Pass
- City pension plan with employer/employee contributions
- Growth potential and advancement opportunities
- 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.
- Partner with divisional managers to align service expectations, share performance insights, and support 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.
- Coordinate with IT and Business Support when tools, technology solutions, or process redesign efforts related to QA findings or improvement opportunities.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Experience: Five (5) years of experience in customer experience operations, performance and/or program management, quality control/analysis, or related field, including prior supervisory experience.
Education: Bachelor’s degree in business administration, public administration, or related field OR two (2) additional years of relevant experience.
Desired Qualifications:
- 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.
This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office twice a week and are encouraged to periodically be in the office three times per week. Individual schedules will be agreed upon by the employee and their supervisor.
Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
The full salary range for this position is: $118,118.16 - $177,229.44 annually.
For more information regarding this recruitment, please contact: John Lee at john.lee3@seattle.gov.
How to apply: In addition to completing your on-line application, please attach the following:
- Current resume
- Cover letter–highlight your experience leading teams, building or managing a QA/training program, your approach to service quality or performance improvement, and your interest in this team/SPU
Please note that failure to attach both documents will result in your application not receiving further consideration.
This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans
