Quality & Training Associate Job at WSSC Water
This
Quality and Training Associate supports the center of excellence in implementing and managing quality and training-related programs and initiatives. This role involves collaborating within the department, across the Commission, and with external contacts.
Essential Functions
- Manages and coordinates the day-to-day logistics, communications and administration for customer service/technical training and quality programs
- Assists with onboarding new hires and conducting staff training
Helps facilitate various meetings, classes, workshops, etc.
Assists with quality monitoring for staff
Administers surveys, analyzes results, makes recommendations and assists with continuous improvements initiatives
Prepares, tracks, and/or manages standard and ad hoc reports such as detailed statistical analyses, graphs, charts, dashboards, surveys and other monitoring systems used to measure performance and feedback
Conducts quality and training related research
Maintains and updates relevant materials such as manuals, presentations, templates, policies, procedures, processes, etc.
Manages SharePoint site, department’s intranet page and other shared sites/pages
Participates in design of call monitoring formats and quality standards
Schedules and coordinates meetings, conferences, classes, workshops, and events that includes space setup & cleanup, ensuring proper and working equipment, accurate and sufficient amount of appropriate materials, registration, travel related needs, etc.
Participates in customer feedback programs to identify customer needs and expectations
Other Functions
- Coordinates activities and addresses issues related to information technology, procurement, space needs, materials needed, etc.
- Assists with monitoring contract expirations, processing purchase orders, invoices, etc. liaisons with the procurement, IT, and other related offices
Performs administrative duties such as typing, filing, scanning, photocopying, calendar scheduling, ordering supplies/equipment/food and beverages, etc.
Performs other related duties as required
Work Environment And Physical Demands
Work is performed in a business casual office environment.
Required Knowledge, Skills, And Abilities
- Good quantitative, analytical and technical aptitude
- Intermediate Proficiency in using Microsoft applications
Ability to effectively manage concurrent tasks/projects/deadlines and proactively seeks resolutions to problems
Excellent verbal and written skills
Ability to work collaboratively and independently and to establish priorities and demonstrate good judgment
Ability to be solution oriented
Excellent interpersonal and relationship building skills within a diverse environment
Ability to maintain composure in stressful situations
Outstanding customer service skills and dedication to providing exceptional customer care
Ability to analyze and organize moderately complex information and adapt to new information and ideas quickly
Minimum Education, Experience Requirements
- High School diploma or equivalent
- 5+ years experience working in a high volume customer service environment supporting training, quality and/or other related operations
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