Quality Assurance Lead Jobs in Missouri

Full-time available with the Water Department, Consumer Services Division
Salary Range: $20.88/hour
Work Location: 4800 E. 63rd St.
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline Date: August 27, 2026

About the Water Department

KC Water provides essential water, wastewater, and stormwater services to support the health, safety, and growth of the Kansas City region. The department is responsible for maintaining and operating extensive systems for water collection, treatment, and distribution, serving more than 170,000 residential and business customers, as well as regional partners. Funded through user fees, KC Water is committed to delivering high-quality service, ensuring reliable infrastructure, and investing in sustainable solutions to meet both current and future community needs.

Click here for more about this department

What You'll Do:

• Monitors and evaluates calls.
• Assesses agent performance using established quality standards and scorecards.
• Reviews emails, chats, and other customer interactions for compliance and quality.
• Completes regular quality evaluations and document findings.
• Identifies trends, recurring errors, and areas for improvement.
• Ensures adherence to company policies, procedures, and regulatory requirements.
• Delivers constructive feedback to customer service representatives.
• Works with supervisors and trainers to develop coaching plans.
• Recognizes and shares best practices among team members.
• Maintains quality assurance records and databases.
• Generates reports on quality scores, customer satisfaction, and compliance results.
• Analyzes data to identify performance trends and opportunities for improvement.
• Verifies that agents follow company guidelines, scripts, and legal requirements.
• Monitors compliance with industry regulations and customer privacy standards.
• Escalates compliance concerns to management when necessary.
• Assists in developing training materials and quality standards.
• Participates in new hire training and refresher sessions.
• Identifies issues affecting customer satisfaction and collaborates with operations and management teams to improve processes.
• Helps implement initiatives that enhance service quality and efficiency.

REQUIRES:

• an accredited Bachelor’s degree
• OR an equivalent combination of qualifying education and experience to include professional experience in the development and/or operation of administrative systems, programs, policies and practice.
• Preference given to applicants with professional development curriculum creation, needs assessment analysis experience, training experience and KWIC knowledge.

Military veterans encouraged to apply

Why You'll Love Working with Us – Core Employee Benefits (Benefits offered to all permanent employees unless otherwise specified)

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays—with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life’s Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses—invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City’s Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.

For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.

Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org.

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans’ points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during “wartime” and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code § 4211).