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HNS CharMeck 311 Training/QA Analyst (INTERNAL ONLY) #2211-206700-01

311 Contact Center Program Analyst - Hourly Grade 12

Date Opened
Monday, November 28, 2022 4:30 PM
Close Date
Monday, December 12, 2022 9:00 AM
Housing & Neighborhood Services


The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.

Housing & Neighborhood Services (H&NS) focuses on creating vibrant, diverse neighborhoods through the delivery of five major service areas: Community Engagement, which works to create successful neighborhoods where people of diverse backgrounds and incomes can build successful lives, Office of Equity, Mobility, and Immigrant Integration, which advances upward mobility, immigrant services, diversity, equity and inclusion, Code Enforcement, which works to improve the appearance of communities and maintain standards of living, Housing Services, which provides housing and other programs and services for families residing in the City of Charlotte, and CharMeck 311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County.




The CharMeck 311 Training/QA Analyst is responsible for training development and delivery, quality assurance, and employee development to enhance and improve call center processes. The CharMeck 311 Training/QA Analyst is also responsible for analyzing data, preparing reports, and working with call center managers and supervisors to provide a positive learning environment focused on constant quality improvement.

Major Duties and Responsibilities

Quality Assurance
  • Monitor and process recorded incoming calls handled by 311 Customer Service Representatives (CSRs). This includes measuring call handling performance to determine service delivery from call inception to resolution and adherence to 311’s policies and procedures
  • Prepare internal documentation for problematic call handling/processing
  • Plan and deliver new employee training, e-learning, cross-training, and assist with internal employee professional development
  • Develop training materials using adult learning principles as the basis for their design
  • Develop and prepare training assessment modules and manage online training documentation
  • Manage the training database, which tracks employee training hours
Data Collection
  • Develop reports, charts, and graphs to demonstrate productivity of staff and to determine trends and patterns in performance
  • Support management in the employee development process and employee recognition
  • Maintain proficiency in systems and applications currently used in the 311 call center environment, which includes Verint, Emerald, Chameleon, Towed Vehicle Policing Program (TVP), and Advantage

Knowledge, Skills & Abilities

  • Ability to articulate well and deliver training with a high level of professionalism.
  • Previous experience in delivery of classroom training and/or experience in adult learning strategies, and public speaking
  • Ability to develop training material and/or lesson plans
  • Ability to quickly gain a thorough understanding of all services rendered by 311
  • Knowledge of call center work environment
  • Strong work ethic, excellent problem-solving and organizational skills, along with the ability to handle confidential information
  • Ability to work well under pressure, multi-task, and function with a high level of professionalism in team environment and independently
  • This position is considered essential. The 311 Contact Center Program Analyst may be asked to work when other City offices are closed due to bad weather or other significant events

Preferred Qualification

  • Previous experience in training delivery, research, content development, data analysis, quality assurance, or other related experience in a business environment preferred
  • Fully cross trained (triple skilled) in all CharMeck 311 systems preferred, but not required
  • Bilingual skills (Spanish) preferred, but not required.  Employees are required to pass a fluency test to receive a 5% pay premium for bilingual skills.

Minimum Qualifications

High School Graduate or Equivalent and five years relevant experience or Associate's Degree and three years relevant experience.

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to


The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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