Quality Assurance Specialist

Print (https://www.governmentjobs.com/careers/norfolk/jobs/newprint/4732838)

Apply



Quality Assurance Specialist

Salary

$50,624.00 - $66,590.00 Annually

Location

500 East Main Street Suite 900, VA

Job Type

Permanent Full-time

Job Number

012668

Department

Utilities

Division

Water Accounts

Opening Date

11/18/2024

Closing Date

12/16/2024 11:59 PM Eastern

• Description

• Benefits

• Questions

Description

The Department of Utilities is seeking qualified candidates for a Quality Assurance Specialist in our Water Accounts Division. The Quality Assurance Specialist ensures that agents deliver high-quality service in line with company standards, continuously improving performance through feedback, training and process optimization.

Essential Functions

Essential functions of the Quality Assurance Specialist revolve around ensuring that customer service representative meet performance and service standards.

Essential functions include but are not limited to:

• Monitoring Calls and Interactions - Regularly evaluating phone calls, emails, work requests and other customer interactions to ensure that agents are following division’s guidelines, delivering quality service and meeting customer needs effectively.

• Providing Coaching and Feedback - Offering constructive feedback to agents based on quality assessments, highlighting areas for improvement, and providing guidance on how to improve customer interactions and adherence to procedures.

• Evaluating Compliance and Standards - Ensuring that agents are adhering to legal and regulatory requirements, and customer service protocols (ie. Tone, language, issue resolution, etc.).

• Creating and Analyzing Reports - Generating performance reports based on monitoring activities, identifying trends, and highlighting common issues or skill gaps among agents, helping management make data-driven decisions.

• Training and Development - Collaborating with training team to design and update training materials based on quality assessments, and facilitating coaching sessions to improve agent performance.

• Identifying Process Improvement Opportunities - Spotting inefficiencies or recurring issues in customer service processes and suggesting improvements to enhance the overall customer experience and operational efficiency.

• Conducting Calibration Sessions- Participating in regular calibration meetings with management to ensure consistency and alignment in evaluation criteria across the team.

• Ensuring Customer Satisfaction - Monitoring customer satisfaction metrics and working with agents and management to address areas that may impact customer experience.

Education/Experience

Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with six months/one year of advanced study or training past the high school equivalency. Junior college, vocational, business, technical or correspondence schools are likely sources or equivalent education/experience. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.

Four years of relevant experience.

Additional Information & Requirements

Valid Driver's License may be required depending on assignment.

Work Hours: Monday - Friday; 8:00 a.m. - 5:00 p.m.

Work Location: 500 East Main Street, Norfolk, Virginia

This position is eligible for a one-time $5,000 signing bonus.

This position is designated as an Essential position which means you may be required to work extended, rotating, after hours, nights and/or weekends in response to emergencies and severe weather.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

• Retirement

  If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

  If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.

  NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01

The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

• I understand and will answer the following supplemental questions completely and thoroughly.

  02

  If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A."

  03

  Please select the highest level of education you have completed.

• High School Diploma/GED

• Some College (6 months or more)

• Vocational/Technical Degree

• Associate's Degree

• Bachelor's Degree

• Master's Degree or higher

  04

  How many years of quality assurance experience do you have?

• I have less than 4 years of experience

• I have 4 to 6 years of experience

• I have 6 to 8 years of experience

• I have over 8 years of experience

  05

  Please provide a brief description of your quality assurance experience (this information should be reflected on your listed jobs/resume).

  06

  Do you have call center experience?

• Yes

• No

  07

  Select from the following that relates to your experience:

• Monitoring calls

• Conducting quality-related reviews of performance

• Engaging in silent monitoring of live calls

• Providing appropriate feedback and adjusts as necessary to assure quality of customer service.

  08

  Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.

  09

  Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee

• Yes - I am a previous City of Norfolk Employee

• No - I am not a previous or current City of Norfolk employee

  10

  Do you have a valid driver's license?

• Yes

• No

  11

  Please indicate your veteran status. (A copy of your long form DD-214 may be required)

• I am not a Veteran

• I am a Veteran

• I am a Disabled Veteran

  Required Question

Agency

City of Norfolk

Apply

Please verify your email address Verify Email