What are the responsibilities and job description for the Quality Assurance Coordinator position at City of Georgetown, TX?
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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: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties that are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
- 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: Quality Assurance Coordinator
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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Salary : $53,748 - $67,330
