About the role
Pay Range: $22.90 - $28.62/hr. | $47,632 - $59,539 annual compensation
Job Posting Closing on: Wednesday, July 15, 2026
Workdays & Hours: Monday – Friday 10:00am – 7:00pm; Some evening/weekend work required.
Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, and Professional Development Opportunities. Find Out More!
The City of Fort Worth is one of the fastest-growing large cities in the U.S. Our employees serve the needs of over 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability. 🌆
A Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. You will work as a direct report to the Customer Service Supervisors and assist in managing the daily activities of Sr. Customer Service Representatives and Customer Service Representative I on our Call Center Teams.
The Quality Improvement Specialist is a key strategic and operational role that will work in a Team Lead capacity and provide support to the Call Center Representatives with questions, customer escalations and general guidance. Will conduct additional research and follow-up on customer accounts. Engage in daily interaction with Supervisors for developing and mentoring Sr. Call Center Representatives and Customer Service Representative I.
Main tasks will include daily interaction with the Sr Call Center Representatives to assist, motivate, call-quality monitor, team build, and provide supplemental phone coverage as needed. Provide supplemental supervisory coverage as needed
Minimum Qualifications:
- High school diploma/GED
- Three (3) years of related customer service experience
Preferred Qualifications:
- Working knowledge of AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems and ACD Call Management systems
- Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience
- Previous experience performing call quality monitoring and providing coaching feedback
- Experience conducting extensive account research and analysis on complex customer issues
- Bilingual English/Spanish
Working Conditions and Physical Demand
- Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions.
- Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Conditions of Employment
The City of Fort Worth is proud to be an Equal Employment Opportunity employer. It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor.
The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.
Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.
