3-1-1 Quality Assurance Manager

Position Summary

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.

Essential Functions

Quality Assurance & Monitoring

• 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.

Performance Management & Reporting

• 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.

Training & Continuous Improvement

• 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.

Policy & Compliance Oversight

• 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.

Customer Experience & Risk Mitigation

• 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.

Required Competencies, Knowledge, Skills, and Abilities

• Data-driven decision making
• Attention to detail
• Accountability & integrity
• Coaching and constructive feedback
• Cross-department collaboration
• Strategic problem-solving

We value diverse experiences and are open to flexible qualifications. If you are passionate about this role and meet some of the key criteria, we encourage you to apply.

• 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).

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $65,000 - $75,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: 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.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer 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!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx