3-1-1 Quality Assurance Manager

City of Philadelphia • Philadelphia, PA

1d • 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.

Requirements

• Bachelor’s degree in Public Administration, Business Administration, Communications, or related field preferred.
• At least 3 years of experience in quality assurance, call center operations, performance management, or customer service leadership.
• Experience in municipal or public-sector service delivery preferred.
• 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.
• Lean, Six Sigma, or continuous improvement training (preferred but not required).

Nice To Haves

• Lean, Six Sigma, or continuous improvement training

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

• Unlimited FREE public transportation all year long through SEPTA’s Key Advantage program.
• 8 weeks of paid parental leave.
• Comprehensive health coverage for employees and their eligible dependents.
• Wellness program offers eligibility into the discounted medical plan.
• Paid vacation, sick leave, and holidays.
• Generous retirement savings options.
• Public Service Loan Forgiveness program eligibility.
• Tuition discounts and scholarships (10% to 40% savings) with over a dozen esteemed colleges and universities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees