Quality Assurance and Training Specialist

Requirements

MOS Codes: None

Education and Experience : High School Diploma, GED, or higher and six (6) years of clerical administrative experience including three (3) years of customer service and two (2) years of data management and/or analysis experience.

Licenses and Certificates : None.

General Purpose

Under general supervision, monitoring a variety of Customer Care work activities and processes to improve and maintain overall efficiency, effectiveness, and quality. Conduct quality control audits on data and processes.

Typical Duties

Manage and oversee the data management section. Involves: Monitor program performance and assist in navigating the operating systems. Research, recommend, develop, and implement user training and data control policies and procedures.

Identify areas of improvement. Involves: Review current processes. Monitor and conduct case management system quality assurance reviews. Identify, coordinate, and develop data management reports. Collect, analyze data, and perform quality assurance through the use of various data analytical software systems. Prepare, present, and explain complex data to management. Review imported and exported case data to and from third-party vendors. Configure testing of database functions before the installation of software patches and maintenance upgrades. Test automated functionality of case management software. Prepare detailed function descriptions of all automated functions, reports, and queries including flowchart of processes. Coordinate updates to all statistical data provided from each section of the department to submit and update monthly/quarterly/yearly Observe activities and processes, compile information, document results, and identify issues or areas of improvement. Develop, generate, and maintain customized reports used to evaluate business process measures, work requirements, and employee skill levels and summarize findings for management. Provide recommendations and feedback to management for process improvements related to assignments.

Analyze data for trends. Involves: Summarize findings, and make recommendations for training, and coaching. Assist in the review, development, and implementation of departmental processes, procedures, and training material. May plan, coordinate, and execute special projects. Provide and create statistical reports on operations for internal use and statutorily required submissions.

Develop training materials and video recordings. Involves: Review and audit customer service assistance issued on the call center system and in person. Create department operating procedures manuals. Assist in the development and planning of Customer Care assessment plan, design, and implement comprehensive training programs for Customer Care staff. Provide coaching and training to call takers to enhance the customer's experience and first-call resolutions. Monitor calls in the entire call center and provide feedback by identifying areas of improvement. Mentor existing staff on service processes, and provide resources, and assistance. Determine training needs by observing service encounters, and studying service and customer experience reports. Develop and modify training program to include Customer Care call etiquette, communication skills, listening skills, de-escalation skills, CIS and business processes, and call center policies and procedures. Assist with the development and administration of customer surveys.

Supervise assigned staff. Involves: Prioritize and coordinate assigned work activities. Instruct, review, guide, and check work. Appraise employee performance of staff. Provide training and development. Enforce personnel rules, regulations, and occupational work and safety standards. Counsel, motivate, and maintain harmony. Interview applicants. Recommend hires, terminations, transfers, disciplinary action, payroll, leave, merit pay or other employee status changes.

General Information

To view complete job specification, click here .

Note: This is an unclassified contract position.

Please note: Applicants with foreign diplomas, transcripts, and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Determined by agreement

Closing Date/Time: 5/5/2026 11:59 PM Mountain

• 

• City of El Paso

• 915-212-1244

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