Quality Assurance & Training Manager (Mgr. 2)

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

Are you interested in improving customer and employee experience? Seattle Public Utilities (SPU) is recruiting for a Quality Assurance (QA) & Training Manager within its Customer Care Division. In this role, you will lead and modernize 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 service quality improvements based on performance data, as well as employee and customer feedback. However, the QA & Training Manager and team will work closely with Business Support and IT to understand and share objectives, align on data strategies, and collaborate on process improvements that strengthen operational performance.

This role offers a key opportunity to redesign and elevate the QA and Training program introducing innovative, forward-thinking practices, updated evaluation models, and continuous improvement approaches grounded in Kaizen principles. The successful candidate will bring deep expertise in quality assurance, adult learning, and performance improvement, and be able to step into the role with confidence and immediate effectiveness. You will play an impactful role in ensuring that employees consistently meet service expectations and deliver accurate, timely, and respectful service to customers.

About Seattle Public Utilities:

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.

For more information about SPU, check out the:

• SPU Website
• SPU Workplace Expectations
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

Why Join Our Team?

We know work isn't only about what you do it's also about who you work for and with! SPU provides a fun and family friendly work environment that supports a work life balance, including:

• 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

• 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.

• Redesign and modernize the QA and Training program by introducing innovative evaluation models, forward-thinking training strategies, and Kaizen-based continuous improvement practices tailored to each operational area.

• Shape and advance 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 that highlight service trends, performance risks, and improvement opportunities.

• 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.

• Build a cohesive, high-functioning team by coaching, developing, and aligning staff around a unified vision for service excellence and program accountability.

• Partner with divisional managers to align service expectations, share performance insights, and support continuous improvement efforts across all customer-facing functions.

• Oversee monitoring tools, scoring methodologies, and QA systems to ensure accurate, consistent, 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 align with QA findings or improvement opportunities.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Experience:

Five (5) years of experience in customer experience operations, performance and/or program management, quality control/analysis, or related field, including prior supervisory experience.

Education:

Bachelor’s degree in business administration, public administration, or related field OR two (2) additional years of relevant experience.

Desired Qualifications:

• Expert-level knowledge of quality assurance methodologies, service evaluation practices, and continuous improvement frameworks (e.g., Lean, Kaizen, Six Sigma).
• Proven experience building or redesigning QA and/or training programs, preferably in complex, customer-facing operations.
• Demonstrated success leading high-performing teams and strengthening partially established functions through clear vision, coaching, and structured development.
• Strong background in training design, adult learning methodologies, and aligning training to performance data and service quality trends.
• Proven track record of building strong rapport with internal and external stakeholders and partnering across diverse operational areas.
• Extensive leadership and team-building experience in environments with represented and non-represented staff.
• Experience using performance data, dashboards, and customer feedback to identify trends and drive process improvements.
• Familiarity with billing systems, QA evaluation tools, and customer experience monitoring platforms.

This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office twice a week and are encouraged to periodically be in the office three times per week. Individual schedules will be agreed upon by the employee and their supervisor.

Who may apply:

The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

The full salary range for this position is: $118,118.16 - $177,229.44 annually.

For more information regarding this recruitment, please contact: John Lee at [e-mail].

This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits