311 Contact Center-Quality Analyst (Trainer)

Statement of Duties

The 311 Contact Center Quality Coordinator/Analyst is responsible for ensuring the City’s customer service professionals have the knowledge, skills, and abilities required to effectively serve the Somerville community. The employee must be able to identify, diagnose and resolve various customer-related issues, and successfully communicate the information to various employees across the City, while ensuring they are all working toward common goals.

Essential Functions

The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

+ Analyze and measure the effectiveness and quality of 311 customer engagement processes in order to develop Accurate, Courteous and Easy (ACE) goals that are sustainable and prov...