Quality Assurance Coordinator (Senior Administrative Assistant)

Full-time position available with the Water Department, Consumer Services Division located at 4800 E. 63rd St.
Salary Range: $20.48-$30.71/hour
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline Date: December 9, 2024


Responsibilities

• Manages the quality assurance (QA) process within the Water Services Contact Center.
• Ensures that individual and team performance adheres to quality assurance specifications and meets quality standards.
• Reviews work products such as call recordings, call logs, myCivic cases, emails, letters, KC water portal and customer satisfaction surveys and scoring performance against established criteria.
• Observes employees performing their duties; recording evaluation assessments into a database.
• Tracks and analyzes individual and team performance trends/
• Leads calibration sessions ensure that management and QA staff concur on assessment scoring.
• Submits audit reports to management staff.
• Makes recommendations to improve individual and team performance.
• Supports management staff during coaching and performance evaluation sessions/
• Presents and trains staff on quality concepts and coordinates with the cross-functional trainer on solutions
• Performs other duties as assigned.
• Supervisory duties include supervision of one direct report employee whose primary responsibilities are to provide administrative support to the QA process and the Quality Assurance Coordinator.

Qualifications

REQUIRES an accredited Bachelor's degree; OR an equivalent combination of qualifying education and experience to include professional experience in the development and/or operation of administrative systems, programs, policies and practice. Preference given to candidates with experience using KWIC customer service interface.


Other Information

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

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• City of Kansas City

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