311 Contact Center-Quality Analyst (Trainer)

Statement of Duties

The 311 Contact Center Quality Coordinator/Analyst is responsible for ensuring the City’s customer service professionals have the knowledge, skills, and abilities required to effectively serve the Somerville community. The employee must be able to identify, diagnose and resolve various customer-related issues, and successfully communicate the information to various employees across the City, while ensuring they are all working toward common goals.

Essential Functions

The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Analyze and measure the effectiveness and quality of 311 customer engagement processes in order to develop Accurate, Courteous and Easy (ACE) goals that are sustainable and provide value
• Serve as key point of contact to work with assigned City business partners, to gather their unique requirements and recommend improvements to standards for increased customer safety and satisfaction
• Work with 311 vendor to make necessary improvements regarding the night, weekend, holiday, and overflow call staff processes and operations that represent more than 15k customer interactions each year
• Assess the function and performance of internal 311 staff to determine the best strategies to meet the service, accessibility, and privacy needs of customers
• Regularly provide feedback to the Constituent Services team and individual performances as necessary to determine what actions are needed to accomplish core mission
• Use quality monitoring data management system and related tools to compile and track the performance of 311 team at an individual level
• Systematically review emerging customer channels (e.g.: email, social media, web chat) used to manage customer interactions and identify potential gaps in policies, systems, technical requirements, and employee skills to reduce long-term costs
• Immediately report escalated and ongoing issues to the correct city staff or agencies to reduce response times and redundant effort
• Prepare qualitative and quantitative reports for management and staff review
• Coordinate and facilitate frequent call calibration sessions with 311 team members and management to continuously improve internal Quality Assurance/Quality Improvement QA/QI) process and success
• Assist with the development and modification of service-related training policies and procedures, as needed
• Perform other duties as required

Recommended Minimum Qualifications

Education and Experience: High School diploma and five or more (5+) years’ experience in a high-volume, versatile customer service environment; or any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job. Associate or bachelor’s Degree preferred.

Knowledge, Abilities and Skill

Knowledge: Working knowledge of Quality Assurance/Improvement program fundamentals; Experience with live or recorded call monitoring, coaching, or other development of customer service-focused employees. Knowledge of Calabrio Work Performance Software or related employee-quality assurance systems. Understand the importance of Customer Experience within the City’s core values and know how to develop opportunities into tangible improvements. Complete knowledge and mastery of Microsoft Office Suite, including Word, Excel, and PowerPoint; superior knowledge of front-end interface and backend analytics of Facebook, Twitter and other social media platforms.

Ability: Demonstrated ability in the setup and/or execution of employee performance improvements; ability to work independently and under pressure; ability to maintain, manage, and organize complex data sets; ability to clearly articulate this information in verbal, written and visual presentations; ability to handle problems effectively in response to day-to-day crises; ability coordinate events; ability to train and coach others on best practices in customer service; ability to operate a computer; ability to deal appropriately with all customers, internal and external. Ability to understand and meet the demands of a customer-centric environment that coordinates with multiple internal teams and promote A.C.E. values. Able to have difficult conversations, clearly explain complex initiatives and policies to gain better understanding and support.

Skill: Excellent interpersonal, organizational and team-building skills; excellent technical skill in the use of web-based applications and all work-related software applications; excellent planning. Demonstrates high personal standards, able to identify positive outcomes in bad situations, and serve as a role model for service and logistical coordination, and meeting facilitation skills. Strong conceptual, analytical, verbal and written communication skills; impeccable presentation skills; ease with creative thinking, idea generation, and brainstorming.

Work Environment

The work environment involves everyday discomforts typical of offices, with occasional exposure to outside elements. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant. Employee may be required to work beyond normal business hours in response to attend evening meetings or complete work assignments.

Physical and Mental Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.

Physical Skills

Few physical demands are required to perform the work. Work effort principally involves sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. May also be some occasional lifting of objects such as office equipment and computer paper (up to 30 lbs.)

Motor Skills

Duties are largely mental rather than physical, but the job may occasionally require minimal motor skills for activities such as moving objects, operating a telephone, personal computer and/or most other office equipment including word processing, filing and sorting of papers.

Visual Skills

Visual demands require constantly reading documents for general understanding and analytical purposes.

-------------------------------------------------------------------------------------------

The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request. Persons with disabilities who need auxiliary aids and services for effective communication (i.e., CART, ASL), written materials in alternative formats, or reasonable modifications in policies and procedures in order to access the programs, activities, and meetings of the City of Somerville should please contact the ADA Coordinator at View phone number on click.appcast.io or View email address on click.appcast.io.

Pre-Employment Requirements for All Employees:

• MA Criminal Offender Record Information (CORI) clearance
• Completion of Conflict-of-Interest Law Education training for municipal employees

Overview of Total Rewards:

• 4 weeks annual vacation for non-union positions. Union positions vary by contract. Please note, police officers are members of the SPEA union. Public Health Nurses are part of Union A (SMEA).
• Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
• Dental coverage low and high plans through Cigna
• Vision care through Vision Service Plan (VSP)
• Long term disability through Sun Life
• Group and voluntary life insurance through Boston Mutual
• Health Care and Dependent Care flexible spending through Benefit Strategies
• Deferred compensation plans through a choice of three vendors
• Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
• Annual cancer screening & wellness release
• Somerville Retirement Pension System
• Tuition reimbursement
• MBTA pass program
• FREE Blue Bikes membership
• Eligible employer for the Public Service Loan Forgiveness Program (PSLF)

Benefits listed are for benefits-eligible positions and the above information is meant to be a general overview of the benefit programs offered by the City of Somerville and not a binding contract.