Customer Service Quality & Process Specialist

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Customer Service Quality & Process Specialist

Job Function

Customer Service Knowledge, Learning and Quality Assurance Administers standardized processes, monitors customer-impacting quality and processes and identifies systemic opportunities for employee learning.

Key Job Information

Customer Service Quality & Process Specialist 6427

Grade 6
Career Level: P2

Intermediate Professional Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills Expands on high-level knowledge of the company, processes and customers Solves a range of more complex problems Analyzes possible solutions using advanced knowledge and applying protocols Operates independently and receives only a moderate level of guidance and direction
 

Core Responsibilities

CSO Employee Learning and Upskilling Conducts research and analysis of feedback and available data or leads collaborative efforts to do so and determines which learning gaps exist; decides which gaps need to be addressed; works with managers to develop and deliver on-the-job learning and upskilling for employees.

Process Review, Improvement and Technical Advice Reviews and analyzes changes in process/procedures; leads or participates in evaluating high-impact processes on customer experience, revenue management or operational efficiency for quality, ensuring compliance with sound processing practices and company policy; provides technical advice on existing, new or revised procedural changes and process issues; investigates and resolves process and procedural problems; advises management on impacts of new processes and recommends changes.

Key Responsibilities

Knowledge Management (KM) System Depending on area of specialization, analyzes and reviews desired outcomes and current practices and decides or develops “best way” process; documents and updates “best way” processes in system of record and promotes user acceptance; creates, refines and maintains articles in the system; tracks and analyzes system user feedback to maximize tool usability and information reliability.

Quality Assurance (QA) Evaluations Depending on area of specialization, develops and refines quality assurance metrics and processes; conducts quality assurance evaluations for customer transactions; decides which transactions meet quality standards and what feedback employees need to improve; determines the quality score for each interaction; researches and identifies trends, issues and deficiencies and initiates projects or initiatives for filling gaps; makes recommendations for and implements process changes; participates in compiling and presenting QA information in reports, scorecards and various other forms.

 Calibration Sessions and Consultation Facilitates regular calibration sessions to ensure consistency of quality-monitoring program; researches, analyzes and shares current QA trends and provides updates and QA tips; provides managers with recommendations for coaching and training employees; seeks feedback to refine the QA program; provides QA subject matter expertise and contributes to business-unit direction related to quality management.

KM and QA Program Support Works with team to continuously refine and develop quality-monitoring program that includes guidelines, scoring methodology and tracking/trending results; leads efforts to implement changes to program.

Education/Experience/Certifications

Education Requires a bachelor’s degree in business, technology or other related field or equivalent experience.

Experience Typically two or more years of combined experience in customer service, quality assurance, knowledge management or related field(s).

Competencies (Knowledge, Skills, Abilities)

 Functional Competencies

Working knowledge of and ability to apply knowledge management and quality assurance principles and goals

 Working knowledge of business process improvement procedures, practices and standards Working knowledge of customer service operations

Working knowledge of electric utility rates, tariffs, rules, regulations, policies and procedures