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Key skills include critical thinking, interpersonal relationship building, coordination, communication, and data analysis.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},261166,1790033796,{"code":4,"msg":82,"data":83},"success",[84,89,94,99,104,109,113,118,123],{"id":85,"doc_module":22,"doc_module_name":25,"category_name":86,"show_sort_weight":87,"slug":88},11,"Presentations",90,"presentations",{"id":90,"doc_module":22,"doc_module_name":25,"category_name":91,"show_sort_weight":92,"slug":93},12,"Resumes",80,"resumes",{"id":95,"doc_module":22,"doc_module_name":25,"category_name":96,"show_sort_weight":97,"slug":98},14,"Invoices",70,"invoices",{"id":100,"doc_module":22,"doc_module_name":25,"category_name":101,"show_sort_weight":102,"slug":103},15,"Posters",60,"posters",{"id":105,"doc_module":22,"doc_module_name":25,"category_name":106,"show_sort_weight":107,"slug":108},16,"Social Media",50,"social-media",{"id":110,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":111,"slug":112},17,40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":115,"show_sort_weight":116,"slug":117},18,"Letters",30,"letters",{"id":119,"doc_module":22,"doc_module_name":25,"category_name":120,"show_sort_weight":121,"slug":122},21,"Paper Templates",5,"papers-templates",{"id":124,"doc_module":22,"doc_module_name":25,"category_name":125,"show_sort_weight":4,"slug":126},158,"General","general-158",{"code":4,"msg":82,"data":128},{"doc_id":79,"user_id":129,"nickname":42,"user_avatar":130,"doc_module":22,"category_id":110,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":30,"language":136,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":12,"update_tm":140,"read_time":22},4398048949847,"https://ap-avatar.wpscdn.com/avatar/400002536579ef2da7f?_k=1778318612642679267","NEWPORT NEWS, VA  \nJOB DESCRIPTION  \nQUALITY ASSURANCE  \nAUDITOR  \n(BUSINESS SERVICES)  \nWATERWORKS  \nHuman Resources  \nDepartment  \nGENERAL STATEMENT OF RESPONSIBILITIES  \nUnder limited supervision, the Quality Assurance Auditor monitors customer service and customer billing system operations performed by business services division staff, analyzes related branch productivity metrics and trends, and recommends process improvements. Reports to the Business Services Administrator.  \nESSENTIAL JOB FUNCTIONS  \nMonitors business service’s customer contact operations with Business Services quality assurance (QA) scorecard standards. Collaborates with senior leadership to establish and adjust performance goals and scorecard standards to align with industry standards. Documents & communicates frequent and timely feedback to business services staff and supervisors. Initiates follow-up meetings with management when additional coaching needs are identified. Communicates with Business Services senior management and senior supervisors regarding operational matters, employee actions, and issues that arise in atypical or non-routine situations.  \nMonitors business services operations and evaluates the effectiveness of current business software and equipment. Analyzes the staff’s effective usage of the billing system and/or the customer service information software. Proposes process improvements, supports software improvement and supports system upgrade projects and initiatives. Works directly with business services software support IT staff and Business Services management to resolve software issues and process improvement requests. May coordinate resolution of business services IT system issues.  \nSupports division leadership’s development of training programs that meet quality assurance standards. Analyzes and assesses training and development needs for individuals and teams. Monitors the effectiveness of training initiatives, recommending improvements to training initiatives, as needed. Supports compliance with all NNWW standards, systems, procedures, and practices. Produces statistical reports as requested. May participate in staff professional development to communicate quality assurance standards and best practices.  \nAnalyzes data shared on the division’s dashboards and critical data collected via QA scorecards, call center analytics, customer billing software, and customer portal activity. May initiate customer surveys to collect data. Prepares internal QA and training reports for leadership review and decision-making. Maintains security of confidential information.  \nRemains abreast of current customer service, customer billing and quality assurance industry trends. Performs other duties as assigned.  \nPERFORMANCE STANDARD  \nEmployees at all levels are expected to effectively work together to meet the needs of the community and the organization through work behaviors demonstrating the City’s Values. Employees are also expected to lead by example and demonstrate the highest level of ethics.  \nREQUIRED KNOWLEDGE  \n•  Technology – Comprehensive knowledge of general office equipment and personal computers to include customer information and billing systems, spreadsheets, and related software. Familiarity with quality management software and tools.  \n•  Customer Service — Considerable knowledge of customer service operations and best practices. This includes meeting quality standards for service. Considerable knowledge of quality assurance principles and practices such as ISO 9001 and Six Sigma  \n•  Accounting – Comprehensive knowledge of general and auditing accounting principles, procedures, techniques and terminology of municipal government and utility enterprise fund accounting. Considerable knowledge of Managerial Accounting and customer billing business operations.  \nREQUIRED SKILLS  \n•  Critical Thinking/Problem solving – Ability to think critically and evaluate processes to ensure they meet quality standards. Ability to identify ","cbCaimf7C4i3Y5zl","https://ap.wps.com/l/cbCaimf7C4i3Y5zl","pdf",170203,"English","# Job Description\n## General Statement of Responsibilities\n## Essential Job Functions\n## Performance Standard\n## Required Knowledge\n## Required Skills\n## Required Abilities\n## Education and Experience","[{\"question\":\"What are the core responsibilities of the Quality Assurance Auditor (Business Services)?\",\"answer\":\"The auditor monitors customer service and customer billing operations, reviews QA scorecard performance, analyzes productivity and trend metrics, and recommends process improvements.\"},{\"question\":\"How does the auditor support software and equipment effectiveness?\",\"answer\":\"The auditor evaluates current business software and equipment, analyzes staff usage of the billing system and customer service software, and works with IT support and management to resolve issues and support upgrades.\"},{\"question\":\"What knowledge and skills are required for this role?\",\"answer\":\"The role requires knowledge of customer service operations, quality assurance principles (including ISO 9001 and Six Sigma), and municipal government and utility accounting. Key skills include critical thinking, interpersonal relationship building, coordination, communication, and data analysis.\"}]","Quality Assurance Auditor - Business Services | PDF",1789350010]