Training & Quality Assurance Specialist - Administrative Operations

Salary : $59,652.00 - $111,979.00 Annually

Location : Richmond, VA

Job Type : Full-Time

Job Number : 35M00000904

Department : Public Utilities

Opening Date : 01 / 16 / 2025

Closing Date : 1 / 30 / 2025 11 : 59 PM Eastern

Are you Richmond R.E.A.D.Y ?

R espect. E quity. A ccountability. D iversity... YOU !!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements :

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T uition Assistance Program

Description

The City of Richmond, Department of Public Utilities , Customer Service Division is hiring a Training & Quality Assurance Specialist for the Contact Centers, Billing and Revenue Recovery operations. The ideal candidate will have operational experience in water & gas utilities specifically omni-channel contact centers, billing, and collections, and a thorough understanding of state laws and city ordinances specific to the utility. Experience with cloud-based systems and tools for training and quality assurance, Oracle Guided Learning, Calabrio ONE preferred.

Moreover, the candidate must possess strong communication skills, orally and in writing, have a thorough understanding of adult learning styles, expertise using eLearning content authoring tools, highly proficient in delivering training content using a variety of instructional techniques, possess' a passion for facilitating learning, and have strong interpersonal skills to build relationships with employees and stakeholders across the organization. Bilingual English / Spanish a plus. This is an onsite position.

Duties include but are not limited to

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE :

LICENSING, CERTIFICATIONS, and / or OTHER SPECIAL REQUIREMENTS :

KNOWLEDGE, SKILLS, AND ABILITIES : TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES : These are a representative sample; position assignments may vary.

Knowledge (some combination of the following) :

Skills (some combination of the following) :

Abilities (some combination of the following) :

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS : Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT : Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; frequently reach and finger; and occasionally climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, walk, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and / or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company .

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

5-point veteran's must have been discharged under honorable conditions and had one of the following : Active duty in the Armed Forces of the United States, in a war, or during the period 4 / 28 / 52-7 / 1 / 55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2 / 1 / 55 and 10 / 14 / 76 or active duty during the Gulf War sometime between 8 / 2 / 90 - 1 / 2 / 92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9 / 11 / 2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

Do you possess a minimum of 3 years of Supervisory experience in a call center, billing, field operations, or combination thereof?

Do you have a minimum of 3 year's experience developing training content for adult learners?

Do you possess a minimum of 3 years' experience delivering / facilitating training to adult learners?

Do you possess a minimum of 5 years of operational experience / knowledge (call center, billing, revenue / collections, dispatch, and field services) preferably in the water and gas industries?

Have you used within the last 3 years Calabrio ONE suite of products?

Have you used within the last 3 years eLearning content authoring tools?

Describe your skill level using Microsoft Office Suite of products.

Required Question

Salary : $59,652 - $111,979