Quality Assurance Specialist - Integrated Resources, Inc
Cumberland, RI 02864
About the Job
Job Description: Job Summary
Reporting to the Supervisor of Training and Quality in Client (Client) Customer Service (CS), the Quality Specialist is responsible for the implementation and management of the CS Quality Program. This role drives the quality of experience provided by Customer Service; including oversight of call/quality monitoring activities, implementing coaching practices and quality improvement opportunities, and providing compliance and quality performance reporting/guidance in alignment with company and regulatory requirements. This individual will develop and maintain quality improvement resources and assets including training material, job aids, surveying, assessments, and supporting program execution reporting and systems. The overall quality program coordination, implementation, and reporting will be managed by the Quality Specialist in alignment with approved vendor and internal business support, tools, and priorities.
Job Responsibilities
" This individual meets regularly with supervisors and leadership to; implement and refine coaching/quality programs and procedures, review performance reporting, and continually share improvement opportunities to better the Customer and Employee Experience.
" Provide expertise in several of the following areas: RI PUC policies, operational policy and service level metrics, best practices for agent and quality experience, competitive and benchmarking intelligence, quality and performance monitoring systems.
" Works with CS and Client teams to define, implement, manage, and sustain the Client CS Quality Program to provide a best-in-class customer and agent quality of experience.
" Manage quality performance framework and reporting, continually driving process improvement opportunities in agent quality and customer experience.
" Coordinate implementation of process changes and improvements based on trends, including updates to procedures, coaching, training, and day-to-day operations
" Coordinate the completion of audits/work sampling assessments to assist in continually improving processes and procedures to help reduce operating costs and meet performance goals
" Administer and manage the call monitoring program for phone representatives
" Prepare periodic reports and analyses for CS leadership regarding process and compliance areas for improvement identified through call and quality monitoring
" Oversee Client customer satisfaction survey processes for CS and prepare appropriate analysis and communication of results.
" Participate in strategic planning for compliance improvement and support reporting on compliance with PUC regulations.
" Emergency and storm role commitment; a special assignment during storm events and other emergencies when the company needs to restore power or respond to other issues affecting customer service
" The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
Education/ Experience
" High school diploma with three to five years of quality assurance and customer service experience. Utility experience is preferred but not required.
" A demonstrated knowledge of CS policies and metrics as it pertains to regulatory requirements, call flow handling, and best practices
" Ability to quickly learn new software packages and customer service applications
" Excellent facilitation, organizational, and analytical skills including statistical data analysis and reporting.
Preferred Qualifications
" BA/BS Degree preferred with five years of related job experience
" Possesses knowledge and understanding of Client s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
" Knowledge and understanding of customer experience and systems within a regulated environment
Capability Requirements
" Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond
" Impact and Influence: When working with employees to adapt the approach and consider what is important to the audience, tailoring message accordingly
" Team Player: Promotes team effectiveness by soliciting input from team member communicating expectations and helping with root cause analysis and problem solving.
Comments for Suppliers:
Reporting to the Supervisor of Training and Quality in Client (Client) Customer Service (CS), the Quality Specialist is responsible for the implementation and management of the CS Quality Program. This role drives the quality of experience provided by Customer Service; including oversight of call/quality monitoring activities, implementing coaching practices and quality improvement opportunities, and providing compliance and quality performance reporting/guidance in alignment with company and regulatory requirements. This individual will develop and maintain quality improvement resources and assets including training material, job aids, surveying, assessments, and supporting program execution reporting and systems. The overall quality program coordination, implementation, and reporting will be managed by the Quality Specialist in alignment with approved vendor and internal business support, tools, and priorities.
Job Responsibilities
" This individual meets regularly with supervisors and leadership to; implement and refine coaching/quality programs and procedures, review performance reporting, and continually share improvement opportunities to better the Customer and Employee Experience.
" Provide expertise in several of the following areas: RI PUC policies, operational policy and service level metrics, best practices for agent and quality experience, competitive and benchmarking intelligence, quality and performance monitoring systems.
" Works with CS and Client teams to define, implement, manage, and sustain the Client CS Quality Program to provide a best-in-class customer and agent quality of experience.
" Manage quality performance framework and reporting, continually driving process improvement opportunities in agent quality and customer experience.
" Coordinate implementation of process changes and improvements based on trends, including updates to procedures, coaching, training, and day-to-day operations
" Coordinate the completion of audits/work sampling assessments to assist in continually improving processes and procedures to help reduce operating costs and meet performance goals
" Administer and manage the call monitoring program for phone representatives
" Prepare periodic reports and analyses for CS leadership regarding process and compliance areas for improvement identified through call and quality monitoring
" Oversee Client customer satisfaction survey processes for CS and prepare appropriate analysis and communication of results.
" Participate in strategic planning for compliance improvement and support reporting on compliance with PUC regulations.
" Emergency and storm role commitment; a special assignment during storm events and other emergencies when the company needs to restore power or respond to other issues affecting customer service
" The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
Education/ Experience
" High school diploma with three to five years of quality assurance and customer service experience. Utility experience is preferred but not required.
" A demonstrated knowledge of CS policies and metrics as it pertains to regulatory requirements, call flow handling, and best practices
" Ability to quickly learn new software packages and customer service applications
" Excellent facilitation, organizational, and analytical skills including statistical data analysis and reporting.
Preferred Qualifications
" BA/BS Degree preferred with five years of related job experience
" Possesses knowledge and understanding of Client s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
" Knowledge and understanding of customer experience and systems within a regulated environment
Capability Requirements
" Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond
" Impact and Influence: When working with employees to adapt the approach and consider what is important to the audience, tailoring message accordingly
" Team Player: Promotes team effectiveness by soliciting input from team member communicating expectations and helping with root cause analysis and problem solving.
Comments for Suppliers:
Source : Integrated Resources, Inc
