62/hourly Job Posting Closing on: Monday, July 20, 2026 📅 Workdays Hours: Monday – Friday 8:00am – 5:00pm; Some evening/weekend work required. This is a full-time temporary position approved through February 29, 2028, with continued employment based upon funding availability.

Benefits

for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, and Professional Development Opportunities. Find Out More! S.

🌆 A Call Center Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. This role is key to shaping an exceptional experience by strengthening training, streamlining processes, and ensuring consistent, high‑quality service across the Customer Relations division. As a Call Center Quality Improvement Specialist, you will identify training needs across multiple teams, lead engaging instruction on new systems and process changes, and champion operational excellence through smarter workflows and error‑reduction initiatives.

You’ll serve as a trusted subject-matter expert, partnering with staff, consultants, and cross-departmental teams to support software upgrades, system implementations, and daily operations. You’ll develop and monitor key reports that guide decision‑making, provide hands‑on support to managers and supervisors, and contribute directly to building a more efficient, knowledgeable, and customer‑focused organization. If you're passionate about improving customer service outcomes, driving efficiency, and supporting teams through growth and change, this role offers the opportunity to make a meaningful impact every day.

Minimum Qualifications

: High school diploma/GED Three (3) years of related customer service experience, preferably in a call center environment

Preferred Qualifications

: Proficient with AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems, and ACD Call Management systems Intermediate or Advanced Excel skills for reporting and data analysis Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience Skilled in call quality monitoring and delivering coaching feedback Experienced in developing training material and facilitating training sessions Strong background in researching and resolving complex customer account issues The Call Center Quality Improvement Specialists job

Responsibilities

include: Perform score quality call evaluations for call center representatives using the defined call model and identify gaps, performance trends and training opportunities Identify training needs across Customer Relations teams and deliver effective training on new systems, process updates, and best practices Develop and execute reporting

Requirements

using system data and data analysis for multiple functions.

, developing and executing user acceptance testing, and managing issues internally and with the appropriate vendor Apply Today! Help us elevate service excellence across the Water Department’s Customer Relations Call Center. 🌟 Working Conditions and Physical Demand Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions.