Customer Service Quality Assurance Analyst (EMT) Print (https://www.governmentjobs.com/careers/detroit/jobs/newprint/4778806) Apply  Customer Service Quality Assurance Analyst (EMT) Salary $31,980.00 - $60,000.00 Annually Location DWSD -735 Randolph Detroit MI 48226, MI Job Type Classified- Regular (DWSD Only) Job Number KC-012025-8653080 Department Water Department Opening Date 01/06/2025 Closing Date 1/8/2025 11:59 PM Eastern Bargaining Unit 9031-Non Union Appointees (DWSD) + Description + Benefits Description This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates. JOB DESCRIPTION: The Customer Service Quality Assurance Analyst (CSQAA) is responsible for assessing the quality of the performance of our Customer Service Specialists who assist our residents and customers. The CSQAA will monitor inbound and outbound calls, Email and Chat responses to assess Customer Service Specialists demeanor, technical accuracy, customer service performance, and conformity to Detroit Water and Sewerage Department policies and procedures. The CSQAA will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials to enhance our Resident and Customer’s experience. Examples of Duties Essential Functions/Core Responsibilities + Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email. + Provides feedback of monitored calls to CSS for did well and do differently coaching. + Provides timely recommendations; verbal and written to CSS and leadership + Uses tools to gather data and trends affecting quality + Reports results of evaluations to appropriate stakeholders + Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, and others to ensure scoring consistency and best practices. + Participates in internal quality audits designed to improve overall contact quality and recommend changes. + Maintains strong program knowledge base; basic understanding of services and/or program strategies + Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) + Complete CSS duties to keep current on programs + Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards + Participates in design of call monitoring formats and quality standards + Uses quality monitoring data management system to compile and track performance at team and individual level + Deliver presentations, either in person or virtually, to new hires, the Executive Management Team, and the Board of Water Commissioners as needed. Minimum Qualifications Qualifications: + Outstanding customer service skills and dedication to providing exceptional customer care + Ability to work in a team environment + Must be self-motivator and self-starter + Excellent verbal, writing and communication skills + Must adapt well to change and successfully set and adjust priorities as needed + Must be able to effectively deal with people at all levels inside and outside of the organization + Experience with coaching and training individuals or groups preferred + 2 years Customer Service Experience + Ability to negotiate, suggest and implement change within the organization + Spanish, Arabic and or Bengali speaking a plus + Bachelor's Degree or equivalent work experience in related field + Proficient in Microsoft Office + Ability to multi-task and meet timelines + Detail-oriented + Mentor and coaching experience within a call center environment EMPLOYMENT BENEFITS The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following: HEALTH + Medical - Eligible for hospital, surgical, and prescription drug benefits. + Dental + Vision INSURANCE + Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent. + Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement. PAID TIME OFF + Sick Leave + Vacation + Holidays OTHER LEAVE BENEFITS The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave, RETIREMENT BENEFITS City Employees Retirement System As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after: • Completion of thirty (30) years of service; - At age sixty (60) if you have at least ten (10) years of service, or - At age sixty-five (65) with eight (8) years of service. • In the event of disability, other eligibility rules apply); - An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service; • Employees are vested after ten (10) years of service, regardless of age. ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions. Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit. Agency City of Detroit Address Coleman A. Young Municipal Center 2 Woodward Ave ste 316 Detroit, Michigan, 48226 Website http://www.detroitmi.gov/Detroit-Opportunities/Find-A-Job Apply Please verify your email address Verify Email