City of Raleigh Municipal Government
Quality Assurance Specialist
City of Raleigh Municipal Government, Raleigh, North Carolina, United States, 27601
Overview
Raleigh Water is looking for a
Utilities Specialist
to join our team, focused on quality assurance, training coordination, and performance monitoring for Raleigh Water's customer service team. Core duties include evaluating call quality, developing training materials, identifying improvement opportunities, and ensuring consistent service excellence across a 70-person division.
About You You're detail-oriented with a passion for continuous improvement and staff development. You have the unique ability to listen critically while remaining supportive, identifying coaching opportunities without being judgmental. You bring analytical thinking to quality metrics while understanding the human element of customer service.
You excel at creating training materials, conducting performance evaluations, and providing constructive feedback. You're comfortable with data analysis but can also translate metrics into actionable coaching. Most importantly, you help staff grow their skills through patient, specific guidance.
About Us Raleigh Water serves 600,000 people across seven municipalities. Our Customer Care & Billing Division is a 70-person team providing essential services. You\'ll work at our Operations Center on Lake Woodard Drive with free parking, and may qualify for hybrid remote work after six months of demonstrated proficiency. The City offers excellent benefits, generous leave, and retirement contributions.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
Responsibilities
Monitors customer calls, emails, and service interactions for quality standards
Tracks and analyzes performance metrics and service trends
Provides coaching feedback and targeted staff development support
Recommends process improvements based on quality findings
Collaborates with supervisors on training needs and performance planning
Maintains quality assurance documentation and reporting
Provides backup customer service coverage as needed
Education and Experience High School diploma or G.E.D. equivalency and 3 to 5 years’ experience in customer service or quality assurance
OR
Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted
Preferred Qualifications
Previous quality assurance or training coordinator experience in a contact center or utilities environment
Familiarity with call monitoring software and quality management systems
Experience developing training curricula or coaching programs
Bilingual in English and Spanish
Knowledge
Quality assurance methodologies and performance evaluation standards
Adult learning principles and training development
Customer service metrics and call center analytics
Utilities billing operations and account management
Skills
Exceptional listening and observational abilities for quality monitoring
Strong analytical skills for performance data interpretation
Effective coaching and constructive feedback delivery
Training material development and presentation
Clear written and verbal communication across all levels
Abilities
Provide critical feedback while maintaining positive relationships
Identify patterns and trends from multiple data sources
Balance quality standards with practical coaching approaches
Support continuous improvement culture
Adapt evaluation methods based on changing needs
ADA and Other Requirements Work Environment and Physical Effort: Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.
Work Environment: Work is typically performed in an indoor, office environment.
Work Exposures: Work in this position does not require frequent environmental exposures.
City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.
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Utilities Specialist
to join our team, focused on quality assurance, training coordination, and performance monitoring for Raleigh Water's customer service team. Core duties include evaluating call quality, developing training materials, identifying improvement opportunities, and ensuring consistent service excellence across a 70-person division.
About You You're detail-oriented with a passion for continuous improvement and staff development. You have the unique ability to listen critically while remaining supportive, identifying coaching opportunities without being judgmental. You bring analytical thinking to quality metrics while understanding the human element of customer service.
You excel at creating training materials, conducting performance evaluations, and providing constructive feedback. You're comfortable with data analysis but can also translate metrics into actionable coaching. Most importantly, you help staff grow their skills through patient, specific guidance.
About Us Raleigh Water serves 600,000 people across seven municipalities. Our Customer Care & Billing Division is a 70-person team providing essential services. You\'ll work at our Operations Center on Lake Woodard Drive with free parking, and may qualify for hybrid remote work after six months of demonstrated proficiency. The City offers excellent benefits, generous leave, and retirement contributions.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
Responsibilities
Monitors customer calls, emails, and service interactions for quality standards
Tracks and analyzes performance metrics and service trends
Provides coaching feedback and targeted staff development support
Recommends process improvements based on quality findings
Collaborates with supervisors on training needs and performance planning
Maintains quality assurance documentation and reporting
Provides backup customer service coverage as needed
Education and Experience High School diploma or G.E.D. equivalency and 3 to 5 years’ experience in customer service or quality assurance
OR
Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted
Preferred Qualifications
Previous quality assurance or training coordinator experience in a contact center or utilities environment
Familiarity with call monitoring software and quality management systems
Experience developing training curricula or coaching programs
Bilingual in English and Spanish
Knowledge
Quality assurance methodologies and performance evaluation standards
Adult learning principles and training development
Customer service metrics and call center analytics
Utilities billing operations and account management
Skills
Exceptional listening and observational abilities for quality monitoring
Strong analytical skills for performance data interpretation
Effective coaching and constructive feedback delivery
Training material development and presentation
Clear written and verbal communication across all levels
Abilities
Provide critical feedback while maintaining positive relationships
Identify patterns and trends from multiple data sources
Balance quality standards with practical coaching approaches
Support continuous improvement culture
Adapt evaluation methods based on changing needs
ADA and Other Requirements Work Environment and Physical Effort: Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.
Work Environment: Work is typically performed in an indoor, office environment.
Work Exposures: Work in this position does not require frequent environmental exposures.
City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.
#J-18808-Ljbffr