Quality Improvement Specialist

Pay Range: $47,632 - $59,539/annually; $22.90 - $28.62/hourly

Job Posting Closing on: Tuesday, May 13, 2025 📅

Workdays & Hours: Monday – Friday 8:00am – 5:00pm; Some evening/weekend work required.

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

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

A Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. You will work as a direct report to the Senior Management Analyst in our Quality Management Group.  

The Quality Improvement Specialist is a key strategic and operational role that provides support to Customer Relations by identifying and assessing training needs in multiple sections of the assigned department to improve the quality of services. Conducts training of department staff for process changes, new systems/upgrades, etc.  Supports department with streamlining business processes and reducing errors through consistency and efficiency.  Acts as subject matter expert to provide assistance to customer relations staff, consultants, software and hardware upgrades and liaisons with other departments.  Develops/monitors daily & monthly reports to assist in decision making.  Assists with system upgrades and implementations. Assists managers and supervisors with daily needs.

• This is a full-time temporary position. Position assignment/duration is contingent on business needs.

Minimum Qualifications:

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

Preferred Qualifications:

• Working knowledge of AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems and ACD Call Management systems
• Intermediate or Advanced Excel skills – creating and updating reports & data
• Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience
• Previous experience performing call quality monitoring and providing coaching feedback
• Previous experience developing training materials and training facilitation
• Provide subject matter expertise to all Water Department areas for a wide variety of new software & system updates including developing requirements, develop & execute user acceptance testing, issue management internally and with appropriate vendor.
• Experience conducting extensive account research and analysis on complex customer issues

Working Conditions and Physical Demand

• Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions.
• Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.