The City of Philadelphia is seeking a Quality Assurance Manager to lead a comprehensive Quality Assurance program for the 311-contact center environment. The ideal candidate will have experience in quality assurance, call center operations, performance management, or customer service leadership, and a bachelor's degree in Public Administration, Business Administration, Communications, or a related field.
Requirements
- Develop, implement, and manage the 311 Quality Assurance (QA) system.
- Conduct routine monitoring and evaluation of customer interactions, including calls, emails, and digital submissions.
- Ensure adherence to established service standards, policies, and procedures.
- Design, maintain, and continuously refine QA scorecards and evaluation criteria.
- Deliver clear, constructive performance feedback to supervisors and frontline staff.
- Develop and manage calibration program to ensure consistent application of evaluation criteria.
- Schedule and coordinate all the quality and performance monitoring activities of QA staff.
- Lead the analysis of quality trends, call handling effectiveness, and service request accuracy.
- Identify recurring service issues, training gaps, and process inefficiencies.
- Prepare and present weekly and monthly QA performance reports for leadership.
- Track, analyze, and report on key performance indicators (KPIs), including accuracy, professionalism, adherence, and compliance.
- Partner with Training and Operations teams to enhance new hire training and develop targeted coaching and improvement plans.
- Recommend and support implementation of process improvements informed by QA findings.
- Support onboarding and refresher training related to service standards, systems, and workflows.
- Champion continuous improvement initiatives that enhance service quality and efficiency.
- Ensure alignment with departmental policies, municipal service standards, and contractual requirements.
- Identify inconsistencies in service request categorization, documentation, and resolution.
- Monitor service level agreement (SLA) compliance in coordination with operations leadership.
- Recommend policy or procedural updates based on quality trends and data analysis.
- Monitor escalation trends and high-risk or sensitive customer interactions.
- Identify potential reputational, operational, or political risks related to service delivery.
- Support leadership in addressing systemic service gaps and performance risks.
- Promote a culture of accountability, consistency, and service excellence.
Benefits
- Comprehensive health coverage for employees and their eligible dependents.
- Paid vacation, sick leave, and holidays.
- Generous retirement savings options.
- Unlimited FREE public transportation through SEPTA’s Key Advantage program.
- 8 weeks of paid parental leave.
- Eligibility into the discounted medical plan.
- Pay off your student loans faster through the Public Service Loan Forgiveness program.
- Tuition discounts and scholarships through partnerships with esteemed colleges and universities.
