Description

Summary

The Quality Assurance & Training Coordinator is responsible for overseeing, designing, implementing, and managing quality assurance and training initiatives within the Customer Care Department. This role ensures alignment with the operational goals of both the call center and utility customer service teams, maintains high service standards, and promotes continuous improvement.

Essential Duties and Responsibilities

• Acts as the “train-the-trainer” lead for utility billing software implementation within the Utility Billing Office (UBO), receiving vendor training and subsequently training UBO and Call Center staff to ensure effective system adoption and use
• Identifies 311 Call Center training needs for quality assurance and customer service improvements, providing recommendations and input to People Operations for program training requests
• Develops and updates training materials, job aids, and resources, including Standard Operating Procedures (SOPs), to support ongoing learning and performance improvement for both teams
• Monitors training effectiveness through call audits, performance metrics, and feedback, adjusting training content and delivery methods as needed
• Develops, monitors, and maintains performance metrics to drive team success and accountability
• Analyzes key performance indicators (KPIs) to identify trends, strengths, and areas for improvement
• Prepares comprehensive performance reports and delivers actionable insights to department leadership
• Partners with leadership to align training and quality assurance efforts with overall customer service goals
• Collaborates closely with both teams to optimize processes and ensure consistent quality outcomes
• Fosters a positive, customer-focused culture through coaching, mentoring, and team-building activities
• Conducts regular call reviews and audits to ensure compliance with service standards and policies
• Provides actionable feedback to staff to improve service delivery and address performance gaps
• Develops and maintains QA frameworks that support continuous improvement and customer satisfaction
• Contributes to the development of long-term QA strategies that align with organizational growth objectives
• Identifies opportunities to enhance operational efficiency and service delivery
• Implements best practices and innovations in training and quality assurance
• Recommends and deploys tools and technologies to improve training effectiveness and performance tracking
• Follows City policies, procedures, and safety guidelines
• Performs other duties as assigned

Requirements

Minimum Qualifications

• High school diploma or equivalent
• Five (5) years of relevant experience in customer service, QA, training and/or administrative support, preferably in a municipal or public service environment.
• Experience with call center technologies and customer relationship management (CRM) systems a plus. 

Preferred Qualifications

• Salesforce CRM 

Certifications, Licenses and Registrations

• Valid driver’s license