Customer Contact Center Quality Assurance Analyst (ABU2)

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looking to make a difference in your career? We’re working on smarter grids,

cleaner energy and tools to help people manage energy more efficiently.

About

Customer & Operational Services

Southern California Edison’s (SCE’s) Customer Service

Organizational Unit (CS) shares the responsibility to safely deliver reliable,

affordable electricity to our customers. We support this effort by working to

meet customer expectations. Customer Service is dedicated to operational

excellence and innovative thinking through our workforce in our call center,

field operations, billing and payment center, outage and demand-side management

and other service offerings.

Position overview:
The

successful candidate will be responsible for evaluating the quality of service

provided by Energy Advisors (EAs) within the Customer Contact Center (CCC).This

individual will help to promote an environment of service orientation and

continuous improvement in an effort to strengthen quality across CCC. This will be done by monitoring EAs’

interactions with customers, tracking and analyzing performance at the

individual and organizational level, and providing feedback/recommendations on

methods to improve quality. The

successful candidate will be responsible for the analysis and reporting of

quality management data systems to identify root causes and trends, and

recommendations to management (e.g. training opportunities, process/system

changes). This analyst will also provide

coaching to EAs on how to improve customer interactions and share best

practices.

Typical Responsibilities:
Monitor

customer interactions through phone calls, web chat, e-mail, and social media

for quality and compliance on mandated policies and guidelines.

Interpret

and apply current CCC policies, procedures, and guidelines to evaluate

performance of EAs.

Provide

both verbal and written feedback to EAs and supervision on the quality of

customer service being provided.

Create

and update databases to analyze quality assurance (QA) data, identify trends,

and generate reports/presentations for management.

Conduct

in depth analysis of QA data at an individual and organizational level and

present findings on customer trends, opportunities for training and coaching,

and recommendations on process gaps.

Provide

training support by facilitating soft skills training and providing suggestions

on training content.

Coordinate

and facilitate call calibration sessions for CCC staff.

Provide

phone coverage support during high call volumes or significant events.

Perform

other duties and responsibilities as assigned.

Qualifications

Minimum qualifications:
Must

have two (2) or more years of Customer Contact Center, and/or call center

experience (post SmartConnect implementation 2009).

Must

have two (2) or more years of experience in an analytical position.

Must

be proficient in using Excel and PowerPoint.

Experience

gathering data, performing analyses (such as trending, root – cause), and

generating and presenting recommendations to stakeholders.

Desired qualifications:
Desired customer service specialist/energy

advisor experience.

Quality Assurance experience preferred.

Bachelor’s Degree or an equivalent

combination of education, training, and experience.

Three or more years of experience in an

analytical position.

Experience using analytical software tools to

create and edit complex reports, graphs, and presentations, convert information

from one format to another, use advanced functions, and generate non-standard

reports from business applications/databases.

Experience monitoring and evaluating job

performance against policies and procedures, as well as providing performance

feedback to others.

Experience analyzing processes and developing

recommendations on process improvement.

Strong oral and written communication skills.

Ability to apply sound judgment, as well as

quality management standards, to evaluate performance.

Ability to collaborate cross functionally to

achieve business goals.

Ability to work independently work on

multiple projects assignments with minimal oversight.

Demonstrated ability to integrate work across

relevant areas, develop the business and services to enhance customer

satisfaction and productivity, manage risks and safety appropriately, manage

information, and provide exceptional service to internal and external customers.

Experience with Qfiniti suite of monitoring

tools.

Project Management/Six Sigma.

Certified

Bilingual in Spanish, Chinese, Korean, Vietnamese, or Cambodian.

Comments:
Relocation

does not apply to this position.

Candidates

for this position must be legally authorized to work directly as employees for

any employer in the United States without visa sponsorship.

Policy Statement for

Protected Veterans and Individuals with Disabilities

Southern

California Edison, an Edison International (NYSE: EIX) company, serves a

population of nearly 14 million via 5 million customer accounts in a

50,000-square-mile service area within Central, Coastal and Southern

California. Join the utility leader that is safely delivering reliable,

affordable electricity to our customers for over 125 years.

Southern

California Edison is an Affirmative Action and Equal Opportunity Employer,

Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

If you require special assistance or

accommodation while seeking employment with Southern California Edison, please

call Human Resources at (800) 500-4723, and choose option 3 for the Employee

Information Center. Representatives are available Monday through Friday, 8 a.m.

to 4 p.m., Pacific time, except Wednesdays when the center closes at 2:30 p.m.,

and holidays, or (800) 352-8580 (Telecommunications device for the hearing

impaired – TTY)

.

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