Specialist, Quality Assurance

Specialist, Quality Assurance

Description

Job Summary:

The purpose of this position is to contribute to customer satisfaction, retention, and growth by ensuring quality service is consistently delivered in customer interactions. The position is responsible for ensuring all customer care center agents understand and are trained on delivering positive customer service to achieve First Call Resolution through multiple channels i.e. phone and emails. The incumbent will provide direct feedback and coaching from observations to agents and work closely with Customer Care Center supervisors to achieve desired results. This role requires an in-depth knowledge of customer care procedures to ensure Customer Care Center agents are performing tasks and call handling in accordance with established procedures, guidelines, and best practices. The position will monitor, evaluate and implement improvements to the quality of inbound and outbound customer service calls at the Customer Care Centers for AGL Resources and 5 utilities and support Training initiatives through development, facilitation, and evaluation of training courses and curriculum. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintaining regulatory and industry relationships; and trending key performance indicators and both internal and regulatory service levels. This role will support the Customer Experience in its functions as a service provider for 5 utilities.

Job Responsibilities

Functional Expertise:

Monitor and evaluate verbal and written communications as well as system functions; prepare evaluation forms.

Assess performance to identify employee skill gaps; deliver feedback and performance coaching.

Identify and periodically deliver training based on group performance issues to create “top quartile” call center.

Ensure linkage between monitoring requirements and policy/procedural changes.

Conduct calibration sessions with Leadership Team to ensure consistency in evaluations.

Deliver new employee Total Care training.

Document training and coaching delivery, attendance, and skill test scores; evaluate results; provide feedback to leadership as appropriate.

Coordinate with business partners on recommended courses and training.

Conduct customer surveys for VOC, compile results, sharing the complete report with individuals and managers.

Document VOC findings through monitoring activities and implement actions to engage business partners to effect process change or enhancements.

Coordinate documentation (e.g., quality, training, system changes, processes, procedures) review and edit documentation to ensure uniformity, accuracy, and alignment with manual and technological systems.

Assist with development, design, and implementation of monitoring formats and quality standards.

Assist with Call Center Contingency Plan as needed.

Maintain regulatory compliance (intra-company and extra-company accountability)

Business Acumen:

Analyze and identify gaps, redundancies; make appropriate recommendations.

Work with supervisors and business partners to assess key processes and incorporate system changes and enhancements.

Conducts motion studies as needed to analyze process or system defects.

Conduct regular audits and improve day to day performance through monitoring activities.

Identify, recommend, develop, and implement improvements to quality and VOC curriculum and assessments (e.g. content, methodologies, testing instruments, strategies); identifies quality trends, key successes, and matriculation

Handle special projects for various business units/markets or corporate within AGLR.

Analyze and recommend process improvements to reduce complaints and improve customer service throughout the organization.

Maintain working knowledge of all company products, services and promotions.

Assist in training and coaching new employees.

Engagement:

Communicate results to Supervisors, enhance partnership with, and escalates skill gap issues as appropriate.

Participate in activities designed to improve customer satisfaction and business performance.

Participate in morale building activities.

Manage peer relationships.

Driving Results:

Accountable for meeting individual performance objectives

Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.

Must meet KPI targets on a consistent basis.

Qualifications

Education, Certifications/Licenses:

Required:

High School Diploma or GED

Preferred:

BA/BS or 4-6 years’ experience in a call center environment analyzing processes and/or quality metrics.

Related Work Experience:

Required:

2-3 years’ experience in a call center environment analyzing processes and/or quality metrics

Advanced knowledge of CCC business processes and procedures, including exception processing

Advanced knowledge of CCC business related systems (i.e. CMA, CIS, CSS, CC&B, etc.)

Preferred:

1-2 years’ experience in a call center environment delivering training

Or

Equivalent academic education and experience

Or

Equivalent academic education and experience

Specific Skills & Knowledge:

Required:

Basic Proficiency - MS Word and Excel

Effective interpersonal, written and verbal communication skills

Presentation skills and training delivery

Ability to motivate and develop non-direct reports and delivery constructive feedback in a non-accusatory manner.

Ability to identify skill gaps related to group or individual performance.

Ability to identify and analyze trends in order to provide solutions to training or performance requirements.

Ability to effectively manage time in order to meet deadlines and quota requirements.

Preferred:

Bilingual (English/Spanish)

Experience with Speech Analytics

Intermediate Proficiency - MS Word, MS Excel, MS Outlook, MS PowerPoint

Knowledge of adult learning principles

Keyboard 40 WPM

Working Conditions/Physical Requirements:

40% keyboarding

Occasionally requires broad flexibility in work hours

Occasional project related travel

Disclaimer:

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Administrative & Clerical

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Union Covered: No

Work Location(s):

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274

Req ID: ASC2000157