Quality Assurance & Training Manager (Mgr 2)

City of Seattle • Seattle, WA

6d • Hybrid

About The Position

Seattle Public Utilities (SPU) is recruiting for a Quality Assurance (QA) & Training Manager within its Customer Care Division. In this role, you will lead the QA & Training program across five major functional areas: Contact Center, Meter Reading, Utility Account Services, Customer Account & Billing, and Affordability Programs. The QA function operates independently from technical business support roles, with a primary focus on evaluating service delivery, supporting staff development through targeted training, and driving customer service improvements based on performance data, as well as employee and customer feedback. The QA & Training Manager and team will also work closely with the Business Support team to understand and share objectives, align on data, and collaborate on process improvements. While the core job functions and responsibilities are defined in this role, there will be opportunities to redesign and establish new standards and guidelines that are tailored to the needs of each business area. The primary focus of the QA function is on evaluating service delivery, supporting staff development through targeted training, and driving customer service improvements based on performance data, as well as employee and customer feedback. You’ll play an impactful role in ensuring that employees consistently meet service expectations and deliver accurate, timely, and respectful service to customers. SPU is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU's work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

Requirements

• Five (5) years of experience in customer experience operations, performance and/or program management, quality control/analysis, or related field, including prior supervisory experience.
• Bachelor’s degree in business administration, public administration, or related field OR two (2) additional years of relevant experience.

Nice To Haves

• Proven track record of building strong rapport with internal/external stakeholders.
• Familiarity with billing systems.
• Extensive leadership and team-building experience.
• Experience with analyzing data/information and contributing to process improvement.
• Experience with quality assurance methodologies or service evaluation practices.
• Demonstrated ability to develop or support training and employee development programs.
• Experience leading process improvement efforts using data, as well as employee and customer feedback.

Responsibilities

• Lead ongoing development and refinement of the QA and training program, including its structure, tools, and standards, while establishing priorities aligned with divisional service and operational goals.
• Responsible for shaping and advancing service quality and performance practices by developing and implementing policies that guide evaluation approaches, employee development, and training alignment across operational units.
• Advise leadership through clear, data-informed recommendations.
• Supervise a team of eight (8) professional staff responsible for quality assurance, performance analytics, employee training, and change enablement across the Customer Care Division, with the potential for growth based on evolving divisional needs.
• Partner with divisional managers to align service expectations, share performance insights, and support continuous improvement efforts.
• Oversee monitoring tools, scoring methodologies, and systems used for QA to ensure accuracy, consistency, and meaningful performance evaluation.
• Ensure equitable service delivery by integrating equity considerations into evaluation practices, training approaches, and performance expectations.
• Coordinate with IT and Business Support when tools, technology solutions, or process redesign efforts related to QA findings or improvement opportunities.

Benefits

• Hybrid work schedule opportunities
• Family-friendly and multicultural work environment
• Generous benefits package
• Free Orca Pass
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities
• Vacation, holiday, and sick leave
• Medical, dental, vision, life and long-term disability insurance for employees and their dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Manager