3-1-1 Quality Assurance Manager job opportunity at The City of Philadelphia.

Home Jobs In United States Tag: Job 3-1-1 Quality Assurance Manager position at The City of Philadelphia


Date2026-04-22T19:24:54.661Z bot
The City of Philadelphia 3-1-1 Quality Assurance Manager
Experience: General
Pattern: Full-time
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loacation 1400 John F Kennedy Boulevard, Philadelphia, Pennsylvania, United States
loacation 1400 John F Ke..........United States
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Job DescriptionPosition SummaryThe 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.Essential FunctionsQuality Assurance & MonitoringDevelop, 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.Performance Management & ReportingLead 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.Training & Continuous ImprovementPartner 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.Policy & Compliance OversightEnsure 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.Customer Experience & Risk MitigationMonitor 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.Required Competencies, Knowledge, Skills, and AbilitiesData-driven decision makingAttention to detailAccountability & integrityCoaching and constructive feedbackCross-department collaborationStrategic problem-solving

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