Quality Assurance Rep

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Location: BALTIMORE, MD, United States
Organization: Baltimore Gas & Electric Co
Job ID: 220671
Date Posted: Aug 22, 2019

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Job Description

Description


At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Monitors Customer Relations & Account Services employee interactions with customers, and audits employee compliance to established processes and procedures. Provide feedback to supervisors and employees (when appropriate) to assist with improvement of the customers experience while adhering to companys internal quality guidelines. Prepare and deliver reporting and analysis at various levels of leadership based on data gathered during the monitoring process. Formulates recommendations to improve service delivery based on identified trends.

PRIMARY DUTIES AND ACCOUNTABILITIES

- Monitor interactions between employees and customers, and evaluate performance against established guidelines outlined by departmental clients.

- Audits employee performance against established policies and procedures.

- Meet aggressive daily, weekly and monthly productivity goals
(includes monitors/audits per hour, side-by-side diagnostics, feedback, reporting, etc).

- Provide feedback to leadership that improves the employees performance and customer service delivery.

- Complete analysis for employee, supervisory team, and contact center service performance, and make recommendations for action based on the data.

- Attend and/or lead Team/Department calibration sessions, facilitate the QA portion of team meetings.

- Provide ad-hoc reports and analysis to division leadership as requested.

- Must have excellent communication skills both verbal and written.

 

 



POSITION SPECIFICATIONS

 

***Special Posting Notes***

 

This posting is for TWO openings, ONE of which is Bilingual (Spanish Language) preferred.



 Minimum:

- Knowledge of CC & B Systems, Microsoft Office Suite (Word, Excel, & PowerPoint), Contact Center applications (VISION, ACSS billing systems)

- Knowledge of Call Sequencing Model

- Excellent oral, written, organizational, and interpersonal skills.

- Ability to facilitate meetings/group discussions & make formal presentations/speeches.

- Ability to listen to internal and external customers and communicate complex and technical answers clearly and concisely, adjusting language and terminology to the needs of the audience.

- Ability to support and facilitate the development of other'#CD# s knowledge and skills, providing timely objective feedback and guidance.

- Ability to analyze statistical reports & perform mathematical calculations.

- Ability to maintain confidentiality.

- Ability to apply strong knowledge of Methods & Procedures

- Bachelor degree and 2 years experience in Call Center/Customer Service or Quality Assurance work environment or the equivalent combination of education/training and experience.

 

 

Qualifications

Reports To:

Supervisor Quality Assurance


Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

EEO is the Law Poster

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