Quality Assurance Specialist - City of Boston

The Community Engagement Cabinet leads the City of Boston’s work towards eliminating silos between residents and City Hall, ensuring that they have equitable access to neighborhood services, community engagement, and policy-making. The Cabinet is responsible for developing Mayor Michelle Wu’s community engagement strategy and distributing her policies while empowering residents to engage with their local government. 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.

• 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.

• 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:

Union/Salary Plan/Grade: Non-Union/MO-5

Hours per week: 35