Quality Assurance Specialist

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 email. 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; maintain 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 res