3-1-1 Quality Assurance Manager

City of Philadelphia•Philadelphia, PA

4h•Onsite

About The Position

The Quality Assurance Manager is responsible for designing, implementing, and leading a comprehensive Quality Assurance program for a 311-contact center environment. This role ensures consistent service delivery, compliance with service standards, and continuous improvement across customer interactions, while providing actionable insights to operations and leadership. Philly311 is the City’s non-emergency contact system. Residents, businesses, and visitors access information and services through our call center, website, and mobile application. Philly311 strives to improve the quality of life for Philadelphians by providing world-class customer service for every method of contact, delivering accurate information and timely updates. Philly311 is considered a critical service and therefore is staffed during times when the city is closed and acts as a crucial point of contact for constituents to obtain information regarding city services. Philly311 handled approximately 400,000 phone calls and received over 170,000 inquiries via the Philly311 mobile app, web application, and email. The center employees 32 civil service agents and 4 supervisors.

Requirements

Data-driven decision making
Attention to detail
Accountability & integrity
Coaching and constructive feedback
Cross-department collaboration
Strategic problem-solving
At least 3 years of experience in quality assurance, call center operations, performance management, or customer service leadership.
Strong analytical and reporting skills.
Experience working with CRM systems and performance dashboards.
Excellent written and verbal communication skills.
Experience in a 311 or government contact center environment.
Knowledge of service level agreements (SLAs) and municipal service workflows.

Nice To Haves

Bachelor’s degree in Public Administration, Business Administration, Communications, or related field preferred.
Experience in municipal or public-sector service delivery preferred.
Lean, Six Sigma, or continuous improvement training (preferred but not required).

Responsibilities

Develop, implement, and manage the 311 Quality Assurance (QA) system.
Conduct routine monitoring and evaluation of customer interactions, including calls, emails, and digital submissions.
Ensure adherence to established service standards, policies, and procedures.
Design, maintain, and continuously refine QA scorecards and evaluation criteria.
Deliver clear, constructive performance feedback to supervisors and frontline staff.
Develop and manage calibration program to ensure consistent application of evaluation criteria.
Schedule and coordinate all the quality and performance monitoring activities of QA staff.
Lead the analysis of quality trends, call handling effectiveness, and service request accuracy.
Identify recurring service issues, training gaps, and process inefficiencies.
Prepare and present weekly and monthly QA performance reports for leadership.
Track, analyze, and report on key performance indicators (KPIs), including accuracy, professionalism, adherence, and compliance.
Partner with Training and Operations teams to enhance new hire training and develop targeted coaching and improvement plans.
Recommend and support implementation of process improvements informed by QA findings.
Support onboarding and refresher training related to service standards, systems, and workflows.
Champion continuous improvement initiatives that enhance service quality and efficiency.
Ensure alignment with departmental policies, municipal service standards, and contractual requirements.
Identify inconsistencies in service request categorization, documentation, and resolution.
Monitor service level agreement (SLA) compliance in coordination with operations leadership.
Recommend policy or procedural updates based on quality trends and data analysis.
Monitor escalation trends and high-risk or sensitive customer interactions.
Identify potential reputational, operational, or political risks related to service delivery.
Support leadership in addressing systemic service gaps and performance risks.
Promote a culture of accountability, consistency, and service excellence.

Benefits

Impact - The work you do here matters to millions.
Growth - Philadelphia is growing, why not grow with it?
Diversity & Inclusion - Find a career in a place where everyone belongs.
Benefits - We care about your well-being.
City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
The City offers its employees 8 weeks of paid parental leave.
Comprehensive health coverage for employees and their eligible dependents.
Our wellness program offers eligibility into the discounted medical plan
Employees receive paid vacation, sick leave, and holidays
Generous retirement savings options are available
Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!