Supervisor, Quality Assurance

Under the general supervision of the Manager, Customer Service, supervises the analysis of all business and process aspects of the Customer Service Department, including Contact, Revenue Management, and Field Services. Develops and tracks workload and performance metrics for programs throughout Customer Service. Presents results and recommendations that enhance efficiency and effectiveness. Manages continuous improvement projects and trains staff in process improvement methodology. Supervises employees in the Business Analyst and Customer Service Support Specialist roles. Provides leadership, technical guidance, and supervises employees in the Business Analyst and Customer Service Support Specialist roles.  Performs employment related duties to include interviewing to fill vacant positions and complete staff performance reviews. Works with operational staff to develop and track performance and workload metrics. Analyzes and reports trends in performance and workload data. Identifies opportunities for business process improvements throughout the Customer Service Department. Makes recommendations to the Manager, Customer Service on opportunities for enhanced efficiency and effectiveness. Responds to operational and/or system related problems; assists in the development of solutions and their implementation. Researches, analyzes, and plans implementation of new technologies to improve operational efficiency. Leads and represents the Customer Service Department in the proper integration of business practices relative to the customer information system (CIS) components of the Enterprise Resource Planning system and other technologies that support field and office functions of the Department. Leads process improvement exercises and trains Customer Service staff on process improvement techniques. Coordinates with other supervisors within the Customer Service Department to ensure that all training, codified Standard Operating Procedures, and SharePoint information is current. Coordinates delivery of technical support to Departmental staff and supervisors as appropriate. Oversees training activities for the various field and office groups within the Customer Service Department. Interacts with other departments within Fairfax Water as well as other organizations on issues related to Customer Service functions. Facilitates communication between management and staff. Responds verbally and in writing to sensitive and complex customer inquiries. Assists in the preparation of the annual Department budget and Capital Improvement Program. Assists with the planning and specification of major projects. Assists with the review of proposals and the selection of outside consultants. Attends industry conferences, workshops, seminars, and product demonstrations. Performs other duties as assigned or required.