Hybrid QA & Training Leader for Service Excellence

City of Seattle; Seattle (WA); Hybrid; USD 118,000 - 177,000; Full time

Benefits offered by this job

Hybrid work schedule

City pension plan

Generous benefits package

Job summary

City of Seattle seeks a Quality Assurance (QA) & Training Manager to lead the modernization of the QA and Training program across Contact Center, Meter Reading, Utility Account Services, and more. You will drive performance improvements using data, feedback, and Kaizen principles while ensuring respectful service to customers.

The role emphasizes adult learning, staff development, and collaboration with IT and Business Support.

Qualifications

• 5 years of experience in customer experience operations or quality control/analysis or related field.
• Experience in supervision or team leadership is required.
• Strong knowledge of quality assurance and training practices.

Responsibilities

• Lead ongoing development and refinement of the QA and training program across functional areas.
• Redesign and modernize QA/training programs with innovative evaluation models and Kaizen practices.
• Shape service quality by developing policies for evaluation and training alignment.
• Provide data-informed recommendations to leadership on trends and improvements.
• Supervise a team of eight professionals in QA, analytics, training, and change enablement.
• Coach and align staff around a shared vision for service excellence.
• Collaborate with divisional managers to align service expectations and improvements.
• Oversee QA tools, scoring methodologies, and evaluation processes.
• Ensure equitable service delivery by integrating equity into evaluation and training.
• Coordinate with IT and Business Support for tools and process redesign.

Skills

Leadership

QA methodologies

Adult learning

Performance analytics

Stakeholder collaboration

Education

Bachelor’s degree in business administration or public administration

Job description

City of Seattle seeks a Quality Assurance (QA) & Training Manager to lead the modernization of the QA and Training program across Contact Center, Meter Reading, Utility Account Services, and more. You will drive performance improvements using data, feedback, and Kaizen principles while ensuring respectful service to customers.

The role emphasizes adult learning, staff development, and collaboration with IT and Business Support.