Quality Improvement Specialist

Pay Range: $22.90 - $28.62/hr. | $47,632 - $59,539 annual compensation Job Posting Closing on: Wednesday, July 15, 2026 Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, and Professional Development Opportunities. The City of Fort Worth is one of the fastest-growing large cities in the U.S. Our employees serve the needs of over 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability. Position Overview A Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. You will work as a direct report to the Customer Service Supervisors and assist in managing the daily activities of Sr. Customer Service Representatives and Customer Service Representative I on our Call Center Teams. The Quality Improvement Specialist is a key strategic and operational role that will work in a Team Lead capacity and provide support to the Call Center Representatives with questions, customer escalations and general guidance. They will conduct additional research and follow-up on customer accounts. Engage in daily interaction with Supervisors for developing and mentoring Sr. Call Center Representatives and customer service representatives I. Key Responsibilities Daily interaction with the Sr Call Center Representatives to assist, motivate, call‑quality monitor, team build, and provide supplemental phone coverage as needed. Provide supplemental supervisory coverage as needed. Conduct call quality monitoring and provide coaching feedback. Perform extensive account research and analysis on complex customer issues. Develop and mentor Sr. Call Center Representatives and Customer Service Representative I. Minimum Qualifications High school diploma/GED. Three (3) years of related customer service experience. Preferred Qualifications Working knowledge of AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems and ACD Call Management systems. Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience. Previous experience performing call quality monitoring and providing coaching feedback. Experience conducting extensive account research and analysis on complex customer issues. Working Conditions and Physical Demands Positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions. Sedentary work – positions may allow occasional lifting or carrying of up to 10 pounds; primarily sitting with occasional standing and walking. Conditions of Employment The City of Fort Worth is proud to be an Equal Employment Opportunity employer. It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non‑merit factor. The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions. Candidates who do not meet the education requirement may be considered if they have more relevant work experience. Those selected for employment will be required to pass pre‑employment checks including, but not limited to, criminal background check, drug screen, education verification, etc. Criminal convictions will be considered on a case‑by‑case basis. Employees are paid by direct deposit only. #J-18808-Ljbffr The City of Fort Worth