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CS Analyst, Quality Assurance
AES Corporation
- Dayton, Ohio, United States
- Dayton, Ohio, United States
Über
Job Summary
The Quality Assurance Analyst supports service excellence and regulatory compliance by evaluating customer interactions across phone, email, chat, and case work within an electric utilitycall centerenvironment. This role delivers objective quality assessments, actionable feedback, and performance insights that help improveoverallcustomer experience,agentaccuracy, and operational consistency.
Key Responsibilities
Evaluate customer interactions across multiple channels using approved quality standards and scorecards.
Assess performance related to customer experience, accuracy, professionalism, call flow, safety practices, and regulatory compliance.
Document evaluations clearly and consistently to ensure fair, objective, and defensible scoring.
Providetimely, professional feedback that supports employee development and performance improvement.
Participate in calibration sessions to ensure consistency and alignment across Quality Analysts.
Identifytrends, recurring issues, and potential risks; escalate concerns asappropriate.
Prepare quality insights and reports to support operational improvement efforts.
Partner with Operations, Training, and Leadership to support coaching, remediation, and process improvements.
Maintain current knowledge of policies, procedures, systems, and regulatory requirements relevant to utility customer service.
Assistwith floor communicationsand provide training support as needed to reinforce quality standards and operational changes.
Perform other duties as assigned.
Required Qualifications
High school diploma or equivalent required;associate's or bachelor'sdegree preferred.
Minimum of 2 years of experience in customer service, contact center operations, quality assurance, training, or a related role.
Strong attention to detail with the ability to apply guidelines consistently and objectively.
Excellent written and verbal communication skills.
Proficiencywith Microsoft Office applications (Excel, Word, Outlook, Teams, Forms) and quality monitoring tools.
Preferred Qualifications
PreviousQuality Analyst experience in a callcenter or regulated environment.
Experience working with quality scorecards, calibration processes, and performance reporting.
Familiarity with contactcenter applications and tools, SAP CRM, GenesysCloudor similarapplications.
Experience supporting compliance, safety, or regulatory driven evaluations, preferably within a utility or highly regulated industry.
Key Skills & Competencies
Analytical thinking and sound judgment
Objectivity and consistency
Coaching and feedback delivery
Time management and organization
Collaboration and teamwork
Continuous improvement mindset
Flexibility to support business needs asrequired.
AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. Required
Preferred
Job Industries
Other
Sprachkenntnisse
- English
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