Customer Quality Assurance Manager
Job Posting for Customer Quality Assurance Manager at PSEG
Requisition: 78064
PSEG Company: PSEG Long Island
Salary Range: $ 101,600 - $ 160,900
Incentive: PIP 15%
Work Location Category: Hybrid
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
Job Summary
This position is responsible for Quality Assurance for the Call Center Department, and reports to the Director of the Call Center. The focus of this position is to improve our people, processes and the overall customer experience by evaluating phone and email transactions to identify customer pain points, training needs, and trends that impact our customers and company metrics. Additional responsibility includes ensuring QA team monthly metrics are achieved and performance management and coaching for QA team. This position is also responsible to identify areas for process improvement and work closely with Call Center management and training team to help implement process improvements.
Job Responsibilities
- Manage a team of professionals that are responsible for evaluating phone and email transactions and provide guidance and support on a daily basis
- Develop process improvement initiatives that are targeted at driving improved scores in J.D. Power residential and business surveys.
- Collaborate with Subject Matter Experts in multiple departments to design, develop and implement process improvements and associated training initiatives to improve customer interaction and improve PSEG Li's efficiency.
- Track and report monthly QA call center scores, conduct analysis on findings through observing calls and provide recommendations to Call Center management.
- Interact with PSEG LI management, to clearly communicate initiatives and effectively progress efforts and support for initiatives geared towards improving customer communication and feedback.
- Responsible for QA reporting utilizing NICE CXOne system, creating new QA templates for scoring as needed, and working with vendor as needed for additional reporting functionality.
- Analyze data to identify trends and root cause of problems to determine where efforts should be focused.
- Participate in team meetings to discuss customer service trends, agent reviews, feedback, and implementation of any process change recommendations and training needs
- Calibrate analysts’ evaluations to ensure consistency and accuracy in scoring
- Review and create email templates as needed to ensure consistent response to customers. Manage QA forms and revise as needed.
Job Specific Qualifications
- A Bachelor's Degree plus a minimum of 8 years of call center/customer service, or quality assurance. In lieu of a degree, 12 years of call center/customer service, or quality assurance will be considered.
- Demonstrated experience leading multiple teams initiatives simultaneously
- Proven experience in in QA/QC environment
- Demonstrated strong analytical and problem solving abilities
- Passionate about customer experience and helping the team to achieve its vision Excellent verbal and written communication skills
- Demonstrated self-starter with the ability to lead a team of diverse individuals working towards a common goal Familiarity with J.D. Power and/or other electric utility voice of the customer tools and resources
- Strong public speaking and presentation skills. Demonstrated critical thinking and strategic planning
- Demonstrated proficiency with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint; Tableau, NICE, etc.,
- Advanced ability to clearly present complex material and concepts
- Flexibility when working on multiple initiatives simultaneously and often with little/no notice when priorities change.
- Demonstrated proficiency with Customer Information Systems
- Electric utility experience
- Six Sigma training (or equivalent)
- Familiarity with J.D. Power and/or other electric utility voice of the customer tools and resources Knowledge of energy industry practices and systems
Minimum Years of Experience
Education
Certifications
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.
PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings) is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
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