Quality Improvement Specialist

Pay Range: $22.90 - $28.62/hr. | $47,632 - $59,539 annual compensation Job Posting Closing on: Wednesday, July 15, 2026 Workdays & Hours: Monday – Friday 10:00am – 7:00pm; Some evening/weekend work required. 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. Job Title: Quality Improvement Specialist – Water Department, Call Center of the Customer Relations Division Role Overview The Quality Improvement Specialist is a key strategic and operational role that acts as a Team Lead, providing support to Call Center Representatives with questions, customer escalations, and general guidance. The role involves daily interaction with Supervisors to develop and mentor Senior and Entry‑Level Call Center Representatives, conduct research and follow‑up on customer accounts, and maintain quality standards. Responsibilities Assist, motivate, and coach Senior Call Center Representatives and Customer Service Representative I. Monitor call quality and provide supplemental coverage as needed. Conduct additional research and follow‑up on customer accounts. Collaborate with Supervisors for daily team guidance and mentorship. Provide supplemental supervisory coverage as required. Minimum Qualifications High school diploma or 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 in a leadership/training capacity, analyzing data, and effectively communicating findings. Experience performing call quality monitoring and providing coaching feedback. Experience conducting extensive account research and analysis on complex customer issues. Bilingual in English/Spanish. Working Conditions and Physical Demand Positions may involve touching, talking, hearing, seeing, grasping, standing, walking, and repetitive motions. Sedentary work requiring the ability to lift or move up to 10 pounds occasionally, with frequent negligible force. 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 than the position requires. Those selected for employment will be required to pass Pre‑Employment checks depending on the position requirements, 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