WGL - Quality Assurance Specialist Call Center

Job Description

Position Summary
The Quality Assurance (QA)Specialist will enhance the competencies of individual employees by monitoring and evaluating both internal and external Call Center resources. The QA Specialist is responsible for assessing the quality and performance of our outbound call center vendor by monitoring inbound, and outbound calls to assess sentiment, technical capabilities, customer service performance, and the overall customer experience. This role will complete ongoing Quality Evaluations and have the responsibility of coaching and monitoring staff to achieve quality expectations. This individual will assist in developing and implementing quality processes and procedures as well as making recommendations for enhancements to training material as needed.


Tasks and Responsibilities
• Monitors internal and external calls to ensure quality assurance guidelines are followed

• Monitors email correspondence responses
• Performs Quality Assurance Management reporting and analysis at the individual, team, and Call Center level
• Develops, organizes, and presents detailed performance reports for both internal and external use
• Assists other areas with locating and reviewing call recordings for specific issues or concerns
• Develops or oversees the production of handouts, aids, and manuals
• Assists with reviewing reports and call recordings for our Customer Satisfaction Surveys to ensure advocates are following proper guidelines in an effort to make certain we deliver a premier customer experience
• Identifies ongoing training gaps by working closely with the Training Specialist and other stakeholders by reviewing quality audits/evaluations
• Collaborates and communicates with enterprise partners on continuous best practices, internal and external quality assurance, and training needs.
• Tracks, maintains, analyzes, and provides current information on the operation's business scorecard or key performance indicators (KPIs).
• Other duties as assigned

Qualifications, Skills and Abilities
• Bachelor's Degree Business Administration, Education, a related field preferred
• 3+ Years of quality assurance experience and/or call center experience
• Bilingual English and Spanish required
• APTD, CPTD, CPLP or similar certification is preferred.
• Knowledge of principles, practices, methods, and theories of monitoring and evaluating Call Center employees
• General knowledge of the practices, procedures, and principles of performance analysis (trending, root cause, and gap analysis)
• Excellent verbal, written and interpersonal communication skills
• Exceptional listening and analytical skills
• Ability to work in a fast-paced, agile environment
• Must be proficient in Microsoft Office
• Knowledge of SAP a plus

We offer a competitive salary range of $62,000 to $86,000 per year, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.

The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply 

Why work at AltaGas?

AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provide clean and affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions – from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.

We deliver clean and affordable natural gas to approximately 1.7 million customers’ homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.

To learn more about our mission:  https://youtu.be/k1mrKDdsYW8?si=y1k3NOyHxgf4emdL

For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.