Call Center Quality Improvement Specialists

Job Description:

Call Center Quality Improvement Specialists

Description

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

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

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. Analyze reports for trends and training/performance gaps and make recommendations for actions
• Provide subject matter expertise to all Water Department areas for a wide variety of new software & system updates, including developing requirements, 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.
• 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.

Conditions of Employment

The City of Fort Worth is proud to be an Equal Employment Opportunity employer. It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor.

The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.

Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.

Closing Date/Time: Monday, July 20, 2026

Salary:

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