City of Fort Worth

  • Call Center Quality Improvement Specialists

  • City of Fort Worth, TX
  • Fort Worth, Texas United States View Map
Pay Range: $47,632 - $59,539/annually; $22.90 - $28.62/hourly

Job Posting Closing on: Monday, July 20, 2026

Workdays & Hours: Monday - Friday 8:00am - 5:00pm; Some evening/weekend work required.

This is a full-time temporary position approved through February 29, 2028, with continued employment based upon funding availability.

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 Call Center Quality Improvement Specialist job is available with the Water Department in our Call Center of the Customer Relations Division. This role is key to shaping an exceptional experience by strengthening training, streamlining processes, and ensuring consistent, high-quality service across the Customer Relations division. As a Call Center Quality Improvement Specialist, you will identify training needs across multiple teams, lead engaging instruction on new systems and process changes, and champion operational excellence through smarter workflows and error-reduction initiatives.

You'll serve as a trusted subject-matter expert, partnering with staff, consultants, and cross-departmental teams to support software upgrades, system implementations, and daily operations. You'll develop and monitor key reports that guide decision-making, provide hands-on support to managers and supervisors, and contribute directly to building a more efficient, knowledgeable, and customer-focused organization.

If you're passionate about improving customer service outcomes, driving efficiency, and supporting teams through growth and change, this role offers the opportunity to make a meaningful impact every day.

Minimum Qualifications:
  • High school diploma/GED
  • Three (3) years of related customer service experience, preferably in a call center environment

Preferred Qualifications:
  • Proficient with AS400 billing systems, CRM systems, Workforce Management systems, Call Monitoring systems, and ACD Call Management systems
  • Intermediate or Advanced Excel skills for reporting and data analysis
  • Previous experience working in a leadership/training capacity, analyzing data and effectively communicating to an audience
  • Skilled in call quality monitoring and delivering coaching feedback
  • Experienced in developing training material and facilitating training sessions
  • Strong background in researching and resolving complex customer account issues

The Call Center Quality Improvement Specialists job responsibilities include:
  • Perform & score quality call evaluations for call center representatives using the defined call model and identify gaps, performance trends and training opportunities
  • Identify training needs across Customer Relations teams and deliver effective training on new systems, process updates, and best practices
  • Develop and execute reporting requirements using system data and data analysis for multiple functions. Analyze reports for trends and training/performance gaps and make recommendations for actions
  • Provide subject matter expertise to all Water Department areas for a wide variety of new software & system updates, including developing requirements, developing and executing user acceptance testing, and managing issues internally and with the appropriate vendor

Apply Today! Help us elevate service excellence across the Water Department's Customer Relations Call Center.

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.

Closing Date/Time: Monday, July 20, 2026
City of Fort Worth

City of Fort Worth

(817) 392-7750

The Community

The City of Cowboys & Culture is known for its Texas hospitality. The stunning and sprawling City of
Fort Worth is one of the fastest-growing cities in the U.S. And it’s no wonder — With great neighborhoods, scenic terrain and a rich history of arts and culture, paired with world-class opportunities for business and education, it’s not only fun to visit Fort Worth, it’s even more rewarding to call it home.

Fort Worth truly offers all the benefits and amenities of a bustling metropolitan city, while keeping the small- town charm that keeps it unpretentious and charismatic in all the right ways. Designated as one of America’s “Most Livable Communities” by the Partners for Livable Communities, the city truly offers a melting pot of culture, commerce, community and yes, cowboys.

There are over a dozen remarkable districts full of treasured history among modern luxuries and unique places to have fun, making it the No. 1 tourist destination in Texas and welcoming more than 9.4 million visitors annually.

Being one of the fastest-growing among large cities in the country, Fort Worth has received multiple accolades, including number one downtown (Livability), and the second-best City in the nation for job seekers (Forbes). Our employees serve the needs of over 900,000 residents representing culturally diverse communities.

Exciting Growth & Future Development

One of the most fascinating aspects of the City of Fort Worth is its almost unprecedented growth over the past several years. Both in terms of population and industry, and as the 12th largest city in the United States, Fort Worth is truly booming — which presents both challenges and opportunities to truly develop this city in the right way. Every 30 minutes a new person moves to Fort Worth, so we’re looking for candidates who can embrace an evergrowing and changing environment and improve on it with solutions that work for the entire community of Fort Worth.

Mission

We are working together to build a strong community that others can look to as a pillar of unity and excellence. Through grassroots efforts within the community, and large scale construction and transportation plans that continue to add the infra- structure a growing city like Fort Worth needs, we’ll provide the public services our community requires to continually cultivate the unique city we call home.

Vision

Fort Worth’s vision is to be the most livable and best managed city in the country. We’ll do this by taking care of our citizens, implementing the highest quality standards in our schools, continually improving the neighborhoods we thrive in and the facets of the city that make our town so unique.

Benefits That Are Well Worth It

The City of Fort Worth continues to be dedicated to its employees’ well-being by providing competitive health benefits, a well-rounded wellness program and a Zero Accident Philosophy® workplace. All regular full-time employees and those employees who work 30–39 hours per week are eligible for all City of Fort Worth Benefits. Part-time employees who work 20–29 hours per week are eligible for dental, basic life insurance, supplemental life insurance, flexible spending accounts, 457 Deferred Compensation plan and other voluntary benefits.

Medical Program

The City offers two plan options through Meritain Health, an Aetna company.

The Health Center Plan – Offers employees and their family’s

primary health care services that are 100% completely free and unlimited. Employees can visit any one of the three City of Fort Worth Employee Health Centers and receive guaranteed same or next day appointments for sick visits. Also, services are available at any one of the five satellite locations that serves employees across the city.

The Consumer Choice Plan – Is offered to employees at no cost or low monthly premiums to cover eligible dependents and provides the financial benefits of a Health Savings Account (HSA).

• Preventative services are covered at 100% on both plans.
• Prescription Drug coverage including mail order pharmacy are also included.

Vacation

Eligible for 3 weeks of vacation: After successful completion of probationary period (usually
6 months), employees may take time off for rest, relaxation, vacation, illness, religious observances, and personal business.

Holidays

Available on the first day of employment, the city provides employees with paid holidays, including two personal holidays.

Wellness Program

The city’s Healthy Challenge Wellness Program rewards all full-time, benefit-eligible employees on the city’s health insurance. The Healthy Challenge Program utilizes a points system. Participants may earn points throughout the year (Jan. 1-Dec. 15) for completing specific program activities and participants can redeem points at the end of the year for a cash reward. By participating, individuals can earn $150, $200 or $250 by accumulating program points.

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