Quality Assurance Specialist

Overview:

We meet our constituents where they are by bringing City Hall into our neighborhoods and breaking down barriers to civic engagement. The Community Engagement Cabinet currently houses three departments: Boston 311, Office of Neighborhood Services, and Office of Civic Organizing - Under the direction of the Director of Constituent Services, the Quality Assurance Analyst will monitor inbound and outbound service requests and email responses to assess department performance.

Responsibilities:

• Monitor customer service performance at the agent and team levels.
• Create, conduct, and lead training sessions.
• Provide accurate and timely reports on a daily, monthly, month-to-date, and year-to-date rolling basis on call quality, productivity, performance, and other key metrics as determined.
• Ensure the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures.
• Support and communicate constituent service goals, quality standards, processes, procedures, and policies.
• Review agent cases and discuss and explain feedback with agents in regular meetings.
• Report support team’s performance to higher-ups.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Collaborate with other city departments to improve processes and constituent services.
• Respond to case reply emails within 48 hours.
• Monitor queues for outside agencies and close out outstanding service requests.
• Perform other related work as required.

Minimum Entrance Qualifications:

• Bachelor's degree preferred or two (2) years of full-time, or equivalent part-time, relevant experience.
• Experience with data visualization abilities and understanding of support metrics.
• Knowledge of Boston 311 and City of Boston neighborhoods preferred.
• Multilingual speakers are strongly preferred.
• Excellent problem-solving skills.
• Exceptional written and verbal communication skills; excellent telephone etiquette, including helpfulness, empathy, good listening skills, and patience.
• Exceptional organizational skills, knowledgeable in goal-setting practices.
• Ability to exercise good judgment and focus on detail as required by the job.
• Ability to work under pressure, multitask responsibilities, adapt to the needs of the office, and meet aggressive deadlines.
• Proficiency in the use of computer applications such as Microsoft Office and Google Suite.
• Must be able to work evenings and weekends required and during snow emergencies.

BOSTON RESIDENCY REQUIRED

Terms:

Hours per week: 35