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Supervisor, Quality Assurance

Employer
Fairfax Water
Location
Fairfax, Virginia
Salary
Up to $ 150 per year & benefits
Closing date
Feb 21, 2023

Job Details

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. 

 

 

 

Company

Fairfax County Water Authority (Fairfax Water) is Virginia's largest water utility, serving one out of every five Virginians who obtain their water from public utilities. Nearly 1.5 million people in the Northern Virginia communities of Fairfax, Loudoun, Prince William and Alexandria depend on Fairfax Water for superior drinking water.

That's 1.5 million friends, neighbors and family members. We don't need any other reason to demand the highest in water quality standards!
Chartered in 1957 by the Virginia State Corporation Commission as a public, non-profit water utility, Fairfax Water operates four water treatment plants with a combined capacity of 262 million gallons per day. The plants include the Corbalis Treatment Plant, operating on the dependable and free-flowing Potomac River in the northwestern area of Fairfax County, and the Griffith Treatment Plant on the impounded Occoquan River in the southeastern area. Water is distributed throughout Fairfax Water's service area through nearly 3,200 miles of water mains.

Fairfax Water produces, on average, 148 million gallons of water per day. More than 235,000 mostly residential accounts in Fairfax County comprise about 60 percent of total water sales. Approximately 40 percent of total water sales are wholesaled to Loudoun and Prince William Counties, the City of Alexandria, the Town of Herndon, Ft. Belvoir and Dulles Airport. Revenues in 2005 were $120 million.

Fairfax Water is governed by a ten-member Board of Directors composed of Fairfax County citizens who are appointed by the elected Board of Supervisors of Fairfax County. A General Manager, supported by a senior staff of engineering and business professionals, manages the day-to-day operations of Fairfax Water.
Summary of Benefits
Regular Full-time Employees

PAID LEAVE
? Vacation Days Per Year Service Years
13 0 < 3 years
19 3 < 15 years
26 15+ years

? Sick Leave
13 days per year for you and/or your household dependent's illness and care.

? Holidays
JAN New Year's Day, Inauguration Day & Martin Luther King Day
FEB Presidents' Day
MAY Memorial Day
JULY Independence Day
SEPT Labor Day
OCT Columbus Day
NOV Veterans' Day, Thanksgiving Day & Day After Thanksgiving
DEC Christmas Eve (1/2 Day) & Christmas Day
** Plus one Discretionary Holiday to be taken during the calendar year.

INSURANCE
? Health which also includes Medical / Dental / Vision / Rx
? Life
? Long-Term Disability (effective after 36 months of employment)
? Voluntary Long-Term Care (at employees' cost)

RETIREMENT

? Fairfax Water Retirement Plan
? 457 Plan (similar to a 401(k) plan)

ADDITIONAL BENEFITS

? Tuition Reimbursement
? Professional Development
? Child/Adult Care Reimbursement Plan
? Flexible Spending Accounts
? Holiday Parties and Picnics
? Credit Union Membership
? Direct Deposit

Fairfax Water is committed to providing comprehensive benefits to our employees and their eligible dependents, as well as opportunities for continued education and professional development.

Employee-paid premiums and contributions are deducted on a pre-tax basis.

This review is intended to be a brief summary of the major benefits provided by Fairfax Water. In all instances, plan documents and policies govern the eligibility and administration of each benefit plan.

Company info
Website
Location
8570 Executive Park Avenue
Fairfax
VA
22031
US

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