Issue Resolution & Quality Coordinator

Salary Range: $58,662-$94,446 FLSA: Exempt

The purpose of this classification is to monitor and coordinate quality assurance and resolution of complex customer service issues for the County's water utility.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Supervises, directs, and evaluates assigned staff; develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures.

Organizes, prioritizes, and assigns work; prioritizes and schedules work activities in order to meet objectives; ensures that subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex/problem situations and provide technical expertise; provides progress and activity reports to management; and assists with the revision of procedure manuals as appropriate.

Manages call quality assurance program; monitors customer service activities for quality control and assurance; ensure adherence to approved internal issue resolution policies and procedures; assesses production, staff performance, and work processes; develops and targets process improvement initiatives; prepares quality assurance reports for individual employees and teams; and provides key feedback to management for process improvement initiatives within the department.

Oversees the issue resolution program; monitors and tracks resolution of escalated customer service issues; properly addresses customer issues raised through non-traditional channels; directly handles customer service issues with large or complex accounts; and provides progress and resolution reports for escalated customer issues through appropriate channels.

Facilitates training of customer service team; manages peer-to-peer training; provides coaching to employees to improve quality and efficiency; reviews disposition reports; develops training materials; and develops and coordinates training efforts to improve service and address needs within the division.

Assists in planning and quality improvement; identifies trends; addresses problem areas; collaborates across the organization in preparation for new programs and initiatives from both a logistics and training standpoint; and assists and participates with special projects.


























Minimum Qualifications:

Bachelors Degree in Business Administration, Public Administration, Public Relations, or related field; five years of experience in call center and/or billing operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License Certifications: