The City of Fort Worth
Call Center Quality Improvement Specialists
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Call Center Quality Improvement Specialists
Call Center Quality Improvement Specialist
Pay Range: $47,632 – $59,539/annually; $22.90 – $28.62/hourly Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM (with some evening/weekend work required) Position Type: Full-time temporary (approved through February 29, 2028) Closing Date: Monday, July 20, 2026
About the Role
The Call Center Quality Improvement Specialist within the Water Department’s Customer Relations Division plays a pivotal role in shaping an exceptional customer experience by:
- Strengthening training programs
- Streamlining processes
- Ensuring consistent, high-quality service across the division
As a specialist, you will:
- Identify training needs across multiple teams
- Lead instruction on new systems & process changes
- Champion operational excellence through workflow optimization and error-reduction initiatives
You’ll serve as a trusted subject-matter expert, collaborating with staff, consultants, and cross-departmental teams to support: ✔ Software upgrades & system implementations ✔ Daily operational support ✔ Decision-making through key reports & data analysis
This role offers a unique opportunity to drive efficiency, improve customer service outcomes, and support team growth—making a meaningful daily impact within the Water Department’s Customer Relations Call Center.
Minimum Qualifications
- High school diploma or GED
- Three (3) years of related customer service experience, preferably in a call center environment
Preferred Qualifications
- Proficiency with:
- AS400 billing systems
- CRM systems
- Workforce Management systems
- Call Monitoring systems
- ACD (Automatic Call Distributor) Call Management systems
- Intermediate/Advanced Excel skills for reporting & data analysis
- Experience in:
- Leadership/training roles
- Data analysis & clear communication for diverse audiences
- Call quality monitoring and coaching feedback delivery
- Developing training materials & facilitating training sessions
- Researching & resolving complex customer account issues
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Key Responsibilities
-
Quality Assurance & Training:
- Perform and score call evaluations to identify performance gaps, trends, and training opportunities.
- Develop targeted training programs for new systems, processes, and best practices.
-
Reporting & Analysis:
- Create and execute key reporting requirements using system data.
- Analyze trends for training/performance gaps and recommend actionable changes.
-
System & Process Support:
- Provide subject-matter expertise on new software/system updates.
- Assist in requirements development, testing, and issue resolution.
-
Cross-Departmental Collaboration:
- Partner with managers, supervisors, and vendors to enhance call center operations.
-
Operational Efficiency:
- Contribute to workflow optimization and error-reduction initiatives.
Benefits
- 11 Paid Holidays
- Comprehensive Medical, Dental & Vision Coverage
- Paid Time Off (PTO)
- Pension Plan
- Professional Development Opportunities
- Learn more about City of Fort Worth benefits.
About the Employer
The City of Fort Worth, a fast-growing large city in the U.S., serves over 1,000,000 residents. Our employees uphold core values of: 🔹 Exceptional customer experience 🔹 Mutual respect 🔹 Diversity & inclusion 🔹 Continuous improvement 🔹 Ethical behavior 🔹 Accountability
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Working Conditions & Physical Demand
- Sedentary Work: Primarily sitting (occasional walking/standing).
- Occasional Kraft: Up to 10 pounds for lifting, moving, or carrying (negligible frequent force required).
- Tasks Involve:
- Touching, talking, hearing, and interpreting data...
- Grasp, observe, and repetitive motions (e.g., keyboard use).
Equal Opportunity Employment (EOE)
The City of Fort Worth is an Equal Employment Opportunity (EEO) employer. We comply with federal/state laws prohibiting discrimination based on:
- Race, color, religion, sex (including pregnancy, gender identity, and sexual orientation)
- National origin, political affiliation, age, disability, genetic information
- Veteran/military status, marital status, parental status, or any other protected characteristic.
Compliance with ADA & Reasonable Accommodations
The agency is committed to ADA-compliant recruitment, offering reasonable accommodations for qualified applicants with disabilities. Pre-employment may include:
- Criminal background checks
- Drug screens
- Education/employment verification
Note: Convictions will be evaluated on a case-by-case basis. Employees must be paid via direct deposit.
Apply today! Elevate service excellence in the Water Department’s Call Center. 🌟
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