Customer Care Training & Quality Lead

Our purpose is to make life better for people by delivering water for life. Our mission is to provide customer with high-quality water and services at a reasonable cost while promoting the preservation of watershed lands and aquifers. Our vision is to be an innovative water utility that sustains life, strengthens our communities and protects natural resources for future generations. Our STARS values are Service, Teamwork, Accountability, Respect and Safety.


About the RWA:
At the South-Central Connecticut Regional Water Authority (RWA), we provide more than just water—we deliver life-sustaining resources to nearly 430,000 consumers every day. As a nonprofit public corporation driven by our commitment to excellence and community, we take pride in being responsible stewards of over 28,000 acres of watershed land, ensuring the sustainability of our environment for future generations. Guided by the principles of Conscious Capitalism, we believe in the power of business to make a positive impact on the region we serve.

When you join RWA, you have more than a job, you have a purpose and will become part of a team that values integrity, environmental stewardship, and community service. You’ll work with purpose, knowing that every drop of water we deliver makes a difference, and that our customers trust us to uphold the highest standards of reliability, sustainability, and care.

JOB SUMMARY:
The Customer Care Training & Quality Lead is responsible for developing and delivering training programs, maintaining process documentation, supporting team performance, and driving continuous improvement in customer service operations. This role will serve as a Subject Matter Expert (SME) on customer service functions, UMAX solutions, and related systems, ensuring that employees—especially new hires—are equipped with the knowledge and skills needed to deliver exceptional customer experiences.
They will be responsible for creating, updating, and implementing training materials, leading new hire training, assessing employee proficiency, and facilitating process improvements. Additionally, they will collaborate with leadership to address system issues, manage escalations, and optimize workflow efficiency.

Responsibilities:
Training & Development:
• Lead and facilitate new hire training to ensure smooth onboarding and skill development.
• Develop, update, and deliver training materials, including participant guides, manuals, job aids, and step-by-step instructions.
• Conduct training sessions in various formats (in-person, remote, and self-guided) for individuals and groups.
• Create assessment tools and protocols to evaluate employee proficiency in customer service processes, technical systems, and soft skills.
• Identify knowledge gaps and collaborate with leadership to implement training initiatives that support team development.
• Ensure team members have access to up-to-date training materials, policies, and resources.
• Stage data and test cases for training and/or system testing.


Content & Process Management:
• Serve as the SME for customer care processes and UMAX solutions, maintaining process documentation and ensuring compliance with company policies.
• Develop and update key materials, such as the Customer Care Dashboard, ensuring alignment with business goals.
• Collaborate with leadership and technical teams to document system enhancements and ensure business requirements are met.
• Support internal communications by effectively distributing updates and process changes to the customer care team.
• Champion process improvements to enhance operational efficiency and service quality.

Leadership & Team Support:
• Provide on-the-floor support as needed, ensuring all team members have the resources and guidance needed to perform effectively.
• Work cross-functionally with management team members to promote teamwork and a shared commitment to success.
• Maintain strong working relationships with both management and union members to foster a collaborative work environment.

Quality Assurance & Performance Improvement:
• Conduct monitoring in collaboration with supervisors to assess all forms of customer interactions (calls, emails, and other touchpoints), ensuring adherence to procedures and identifying opportunities for improvement.
• Provide constructive feedback and coaching to team members based on monitoring results.
• Schedule and lead calibration sessions with Customer Care Leadership to ensure alignment on performance standards.

Collaboration & Coordination:
• Work with cross-functional teams to streamline processes and improve operational performance.
• Identify and implement process improvements that enhance service delivery and efficiency.
• Particip