Quality Assurance Coordinator

Navajo Tribal Utility Authority•Fort Defiance, AZ

About The Position

This role is responsible for developing and implementing quality assurance processes and procedures to ensure alignment with organizational goals and industry standards. The coordinator will design and implement comprehensive quality programs for customer interactions, conduct regular audits, analyze data to identify areas for improvement, and collaborate with training teams to enhance customer experience quality. The position also involves maintaining detailed records, assisting in documentation development, and promoting a culture of continuous improvement.

Requirements

High School Diploma or GED Certificate.
Bachelor's Degree in Business Administration, Computer Science, Engineering or related field.
2 years of quality systems and workflow understanding experience.
Valid Driver's License required (subject to motor record review).

Nice To Haves

Experience with electric, gas, water and wastewater preferred.

Responsibilities

Develops and implements quality assurance processes and procedures.
Designs and implements comprehensive quality programs for face-to-face and telephone customer interactions, ensuring alignment with organizational goals and industry standards.
Conducts regular audits of customer experience operations to assess performance, adherence to quality standards, and compliance with policies and procedures.
Analyzes data from audits to evaluate the performance of customer experience representatives and identify areas for improvement.
Identifies opportunities for process improvement within customer experience operations to enhance efficiency, effectiveness, and overall quality.
Collaborates with training teams to develop and deliver targeted training sessions and coaching programs aimed at improving customer interaction quality.
Conducts new hire and refresher training sessions to educate quality assurance employees on quality standards, processes, and best practices.
Maintains detailed records of audit results, performance evaluations, and improvement initiatives.
Assists in the development and maintenance of documentation, including standard operating procedures, work instructions, and quality control records.
Champions a culture of continuous improvement by promoting quality awareness and encouraging employee involvement in quality initiatives.
Stays up to date with industry trends and advancements in quality assurance.
Provides special or specific reports requested by management.
Establish subject reports as routine as requested or by the frequency of need.
Performs other duties as assigned.